Associate Member Services Representative

Chicago Teachers Pension Fund • Chicago, IL

6h

About The Position

Under the direct supervision of the Supervisor, Member Services, the Member Services Representative handles inquiries from CTPF’s members. The Member Services Representative is responsible for giving members accurate, timely, and complete information about various retirement topics.

Requirements

• High school diploma or equivalent with 3-6 years of related experience
• Knowledge of retirement systems and related processes
• Strong written and verbal communication skills to interact effectively with members and staff
• Effective listening and problem-solving skills to resolve member inquiries
• Ability to document member interactions accurately and maintain confidentiality
• Ability to follow established processes and operational targets within the department
• Ability to work collaboratively with team members and escalate issues appropriately
• Ability to adapt to periods of high volume and manage multiple tasks efficiently

Nice To Haves

• Associate degree preferred
• Call center experience preferred

Responsibilities

• Actively listen to members and ask detailed questions to identify the reason for the call and address member issues, aiming for first call resolution
• Provide members with accurate, timely, and complete information regarding retirement, refunds, pension estimates, optional services, separation from work, disability, health insurance, and death claims
• Enter detailed documentation in the system regarding member requests and the resolution or information provided during each call
• Provide resolution to questions and follow up with members on any issue not resolved on the initial call
• Provide virtual and phone counseling to members on pension and health care issues when required
• Escalate calls as appropriate to managers or subject matter experts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED