Customer Service Representative I

Job Description

JOB DESCRIPTION

Position Title: Customer Service Representative I

Department: Pension and Annuity Department

FLSA: Non Exempt

Reports to: Pension and Annuity Department Supervisor

Description

Responsible for providing customer service to plan participants, trustees, and fund professionals for the pension and annuity funds, following the rules and regulations of the plans.

Skills / Knowledge Requirements

Type 45 WPM

Computer literate in Word, Excel, and other Microsoft applications

Proficient in Math

Good Communication Skills

Good Telephone Etiquette

Ability to Multi-Task

Good Organizational Skills

High School Diploma or GED

Customer Service experience (1 year or equivalent)

Duties

· Service participants with fund inquires by phone, mail, or walk-ins

o Complete estimation letters

o Mail out estimation letters

o Mail out income verification letters

· Service fund professionals and trustees with inquires

· File maintenance for plan participants

o Update addresses

o Update participant’s demographics

· Prepare files for processors

o Maintain status report and update as needed

o Review incoming benefit applications

o Review documents and follow up as needed

o Request employment verification

· Sort and process incoming mail

o Prepare and submit retiree changes

o Route mail on a daily basis

· Annual affidavit processing

o Maintain and update list

o Request follow up as necessary

Other Duties

· Projects as assigned by department supervisor

· Assist processors with certified mail return receipt

· Assist with lunchroom cleaning as assigned

· Assist with receptionist relief as assigned

Physical Demands

· Lifting and carrying file boxes within the office

· Shift and adjust file cabinet drawers as needed

Working Conditions

· Indoors, air-conditioned office.

Work Shift

· Monday to Friday 8:30 AM – 4:30 PM, 1-hour unpaid lunch

· The duties assigned may involve situations that may require over timeCompany Description

Our Company and Mission

Pacific Administrators, Inc. is a technology-driven third-party administrator in Hawaii that provides employee health and welfare, pension, annuity, and vacation benefit services for many local union members. We take pride in the fact that our company is locally owned and operated. Our company motto is 'Kulia I Ka Nu'u', which means 'Strive for the Highest' - best service, positive attitude, teamwork, training, attaining goals (personal, department, company), solving problems/learn/move forward. Our corporate mission is to be the industry leader in quality service to our valued customers.

Our Corporate Culture

We are a humble team of equals who have positive attitudes, treat everyone with respect and fairness, work together, have a strong ‘work ethic’, and who are dedicated to providing exceptional customer service.

Our Core Values

• Walk the Talk - Lead by example, listen, coach, train; always with respect.

• Attitude of Gratitude - Value our employees, clients and service providers.

• Do What it Takes - We are all accountable, relied upon and appreciated.

• Kulia I Ka Nu'u - Service excellence to our customers, our participants, our service providers and one another.

• Same Canoe - Our Helmsman steers our canoe and guides us forward. As a team, we are all: "paddling together" in sync, positive, considerate and communicative with one another.