OHIO POLICE AND FIRE PENSION FUND JOB DESCRIPTION Job Title: Customer Service Representative
Department : Member Services Department
Reports to: Customer Service Supervisor
FLSA Status: Non - exempt
Grade: B
Grade Range: $35,600 (min) $44,500 (mid)
Requisition ID: MS-052401CSR MISSION CONTRIBUTION: Work performed directly ties to the mission of "securing the future for Ohio's police and firefighters" by providing timely assistance and accurate information about OP&F benefits. As a result, members and survivors, employers, oversight bodies, and the public have confidence in OP&F management of important public safety personnel benefits. SUMMARY: This position provides the initial contact and first OP&F response for members, survivors, and the public. The person in this position answers basic inquiries about membership, pension, disability, survivor, Deferred Retirement Option Plan (DROP), and health care eligibility and benefits, Member Self-Serve (MSS), and other topics. The Customer Service Representative further evaluates each inquiry, schedules appointments for members approaching retirement or preparing to enter DROP and refers complex matters requiring more knowledge to subject matter experts. This position contributes to OP&F's success by providing members, survivors, and the public with accurate and timely information. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provide initial OP&F response to member, survivor, and public telephone inquiries. Authenticate caller information and document all calls on internal tracking system. Answer questions and resolve issues about OP&F benefits including membership in OP&F, pension, disability, survivor, and health care eligibility, Deferred Retirement Option Plan (DROP) benefits, and Member Self-Serve. Evaluate questions and issues for complexity and forward those requiring more knowledge to appropriate subject matter experts. Schedule interview appointments for members approaching retirement and/or preparing to enter DROP. Assist members with accessing and navigating Member Self Serve, resetting their passwords, and updating their contact information. Prepare time sensitive documents such as Reports of Death (RODs) and Verifications of Income (VOIs). Process Confirmation of Benefit and Wellness Check forms and respond to verified inquiries about this information. Manage USPS address lists. Research, resolve, and processes all mail returned to OP&F. Process mail-out requests received from members and internal staff. Provides occasional relief for Receptionist. Assist with mass mailings and other special projects as assigned. SUPERVISORY RESPONSIBILITIES: None REQUIRED QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. EDUCATION AND/OR EXPERIENCE:
One year of college; or certificate from technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS:
Ability to read, understand, correctly apply, and correctly communicate benefit plan information. Ability to read, understand and apply information in technical documents such as procedure manuals, safety rules, and operating and maintenance instructions. Ability to write routine reports and correspondence. MATHEMATICAL SKILLS:
Ability to perform basic mathematical functions of addition, subtraction, multiplication, and division using American units of money. REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. CERTIFICATES, LICENSES, REGISTRATIONS: None PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit or stand; use a computer keyboard and monitor; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
