Contact Center Representative - Online Assistance (Remote)

Title: Contact Center Representative - Online Assistance (Remote)

State Role Title: Salary Non-Specified

Hiring Range: $73,707

Pay Band: UG

Agency: Virginia Retirement System

Location: Virginia Retirement System

Agency Website: www.varetire.org/careers

Recruitment Type: General Public - G

Job Duties

Salary - $73,707 - This position is open to Virginia residents only

***Please Read This First –VRS utilizes Spark Hire for one-way video interviews and Criteria Corp for candidate assessments as the initial step in the interview process for this position. If you are selected for this step, you will receive an email invitation to participate. Please ensure you check your email regularly, as no phone calls will be made.***

The Virginia Retirement System (VRS) Customer Contact Center is seeking experienced contact center professionals to work remotely as an Online Assistance Representative. This position will provide advanced level VRS plan benefit information to members, retirees, and employers on all VRS retirement plans and services. Responsible for mastering an advanced level of understanding of agency benefits, services, and myVRS online self-service features and security protocols.

Essential functions include but are not limited to:

• Verifies and validates the identity of callers to properly assist with needs. Counsels on a variety of questions, inquiries and requests related to advanced level retirement plan benefit information and services.
• Maintains a high level of proficiency with VRS applications and understands reporting mechanisms and processes; analyzes and resolves issues through problem solving with other agency departments and third-party administrators.
• Analyzes and performs complex calculations and advanced financial interpretations using various estimator tools and resources in myVRS for counseling purposes. Escalates issues to leads or manager as appropriate.
• Counsels members on financial wellness, planning resources, and terminology.
• Receives calls and secure messaging from members and retirees who access the myVRS Portal to perform financial transactions, obtain benefit information or update account information as necessary.
• Executes and communicates appropriate policies and procedures and assists other representatives.
• Conducts follow up calls and/or sends follow up secure messaging to customers as appropriate to provide solutions to issues or benefit inquiries.

Minimum Qualifications

High School Diploma or GED Equivalent.

Two (2) years experience assisting customers in the use of online portal self-services and troubleshooting internet services and features.

Additional Considerations

Preferred candidates will possess these qualifications:

Exceptional and professional verbal and written communication skills; demonstrated planning, prioritizing and organizational skills; excellent skills analyzing and performing complex financial calculations and financial interpretations; Abilities to interpret and apply administrative, legal and regulatory guidelines; plan, prioritize, and resolve complex problems. Considerable experience interacting with diverse customer populations using a variety of communication mediums. Demonstrated leadership and teambuilding skills. Proficiency in providing trouble shooting assistance for resolving technical issues relating to online registration and or system access issues.

Special Instructions

Mandatory training classes will take place virtually Monday through Friday, 8am – 5pm.

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Contact Information

Name: VRS Human Resources

Email: careers@varetire.org

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.