Customer Care Professional - Albany, United States - Infojini Inc

    Infojini Inc
    Infojini Inc Albany, United States

    2 weeks ago

    Default job background
    Human Resources
    Description

    Job Title - Receptionists/Secretaries/Admin

    Location - Albany, New York

    Duration - 24+ Months

    Job Description:

    Job Title: Receptionists Secretaries, Except Legal, Medical, and Executive

    Job Duties:

    Selected Candidates will:


    • Provide initial personal contact response over the telephone to customers regarding self-service and navigation of Retirement Online, the Retirement System's portal, which will include:

    Resolving customer requests, questions, or problems by explaining and interpreting their account information in Retirement Online (e.g., walking customers through the self-service functionality, on a step-by-step basis, for the purposes of helping them complete address changes, password resets, enrolments and understand the loan process).


    • Updating information on Death/Survivor Services (e.g., taking reports of passing, providing forms assistance, and explaining death beneficiary process).


    • Assisting customers in registering for Retirement Online through identification of the callers (e.g., confirmation of names, addresses, registration numbers/social security numbers, dates of birth, and last known employers).


    • Documenting callers' issues with system use and logs Problem Incident Reports (PIRS) in the event that Retirement Online is not operating as designed or there is a system defect.


    • Assist in the completion of casework and resolution of other Retirement System matters, as necessary, which will include:


    • Scanning loan forms and completing basic data entry to initiate the loan process.


    • Resolving calls pertaining to rudimentary Retirement System matters (e.g., form requests, death reports, faxes).


    • Accessing and navigating Retirement Online, the Internet and OSC's Intranet.


    • Other duties as assigned.

    Preferred Qualifications:


    • Exhibit excellent interpersonal skills with staff and customers, both in-person and over the telephone.


    • Possess effective oral and written skills.


    • Perform tasks accurately and within specific time frames.


    • Can operate a personal computer or laptop.


    • Able to learn and use the Retirement's System's databases, Retirement Online, the Internet and OSC's Intranet to access Retirement System laws, policies and procedures and respond to customer inquiries.


    • Spanish speaking is a plus.