Client Service Specialist

MTA

All cities,NY

12/5/2019

Job InformationJOB TITLE: Client Service Specialist (Multiple Vacancies)SALARY RANGE: Min.: $56,097 Mid.: $70,121DEADLINE: Open until filledHAY POINTS: 323DEPT/DIV: MTA Consolidated PensionsSUPERVISOR: Operations Manager Retirement Plans & Sr. Manager Retirement Benefits & Assistant Deputy Director Employee BenefitsLOCATION: 2 BroadwayHOURS OF WORK: 9:00 am - 5:30 pm (7 1/2 hours/day)SummaryThe purpose of this position is to interact with customers and provide information as requested in order to provide excellent service. Responsible to resolve issues, related to Pension and Retirement Benefits .In addition, this position is responsible to conduct retiree exit interviews and represent the Consolidated Pensions and Retirement Benefits department at new hire orientations and pre-retirement seminars.Responsibilities*Operations** Maintain a high degree of quality service by providing direct customer service to participants in the MTA sponsored defined benefit pension plans as well as MTA employees participating in the Voluntary Defined Contribution Plan, the New York State Employee Retirement System and the New York City Employee Retirement System.* Serve as the initial point of contact for customers, providing assistance and resolving inquiries and requests.* Manage and prioritize service requests to ensure timely resolution.* Enter and track service request information in Customer Relationship Management (CRM) database.* Identify, interpret, analyze, and research issues and seek resolution to meet customer expectations.* Determine when to resolve, expedite and or/facilitate issue resolution. Liaise on behalf of customer if issue needs escalation to a pension specialist, benefit specialist, Human Resources, Payroll, Manager or Deputy Director is necessary.* Represent the MTA sponsored pension plans at new hire orientations. Ability to articulate to new employees highlights of the pension plan applicable to them. Collect pension paperwork at new hire orientations and review to ensure all paperwork is completed correctly* Represent the MTA sponsored pension plans at seminars geared towards those participants within 3 years of retirement. Ability to present more complex aspects of the plans as they relate to the audience. Ability to answer one on one questions in a group environment.* Coordinate with NYSLERS and NYCERS, the Social Security Administration, the Railroad Retirement Board, MTA Benefits and Prudential to schedule retiree seminars for all MTA employees.* Meet with participants preparing to retire to review information provided in pension estimates and paper work required by the pension plan and the MTA at retirement. Also provide guidance and assistance on various employee benefit plans, i.e. health benefits and life insurance.* Develop and update related operating procedures as needed* Comply with MTA practices and procedures*Individual and Team Responsibilities** Stay up-to-date on technical knowledge and other required skillsets, includes participating in training events.* Produce tracking logs and status reports to ensure effective documentation of work.* Act as a team player, providing support to your team as other HR and Benefit colleagues.* Assist with various annual projects and mailings*Service Management** Identify and recommend process improvement solutions to enhance the customer service experience.* Take initiative in drafting written communications covering pension plan topics of interest to our participants* Work with the Business Service Center to implement new medical plans by preparing announcement materials, booklets and other media to communicate new plans to employees.* Continuously review and improve PowerPoint presentations used at seminars based on feedback of participants and other professional MTA employeesQualificationsAbility to process customer requests consistently with general supervision.Ability to learn and use various Customer Management Center enabling technologies.Ability to assess problems and promptly resolve or identify appropriate team to resolve.Strong oral and written communication skills.Strong interpersonal skills with the ability to work with and collaborate across the Human Resource Departments at all agencies as well as the BSC.Strong organization and multitasking skills.Strong time management skills.Ability to manage individual assignments.Ability to work in a team environment.Strong attention to detail.Ability to handle sensitive situations and maintain a high degree of confidentiality.Strong customer service skills and professional demeanor.Knowledge and use of PeopleSoft or related database software.Knowledge and use of office productivity tools (e.g., Word, Excel and PowerPoint).Must possess familiarity with functional area.Notary Public license a plus.Education and ExperienceBachelor's degree or an equivalent combination of education and experience may be considered in lieu of a degree.Minimum 4 years' experience in HR, Benefits, Pensions or related fields.Other InformationAs an employee of MTA Headquarters, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $99,394 (this figure is subject to change) per year or if the position is designated as a policy maker.How To ApplyQualified applicants can submit an online application by clicking on the 'APPLY NOW' button from either the CAREERS page or from the JOB DESCRIPTION page.If you have previously applied on line for other positions, enter your User Name and Password. If it is your first registration, click on the CLICK HERE TO REGISTER hyperlink and enter a User Name and Password; then click on the REGISTER button.Equal Employment OpportunityMTA is an Equal Opportunity Employer.*Job Title:* Client Service Specialist*Job ID:* 95601*Agency:* MTA Headquarters*Department:* Employee Benefits/Counseling*Division:* Pens, Retire, Ben Summary

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