Member Counseling Representative

The Virginia Retirement System (VRS) is seeking an experienced contact center customer service professional to work remotely as a Member Counseling Representative providing primary customer contact for VRS members.

Open to Virginia Residents Only

• Responds accurately to a variety of questions, inquiries, and requests related to plans, benefits, and retirement processes via phone.
• Liaises as necessary with other departments to provide all relevant information and detail to members and retirees.
• Conducts research and make follow-up phone calls as necessary.
• Provides assistance with online access to MyVRS, troubleshooting technical issues that arise.
• Executes and communicate all relevant Contact Center policies and procedures, including providing procedural information to other staff members.
• Prepares customer communications and correspondence as required, using a variety of communication mediums.
• Performs various other duties and participate in special projects as assigned.
• Participates in cross-hierarchal teams and contribute to improving services across agency lines.
• Other duties may be assigned.

• High school diploma or equivalent.
• Two (2) years of experience in a high volume customer service environment, employee benefits administration, public administration, accounting, payroll, finance, or related field.
• Experience serving customers by telephone, email, or in person.
• Experience navigating multiple computer applications, databases and communication platforms in a remote environment while researching information.
• Ability to work effectively in a remote environment maintaining availability during established work hours.

• Ability to learn and apply retirement benefits, policies, procedures and business rules.
• Strong customer services skills and the ability to communicate professionally with individuals with varying levels of benefit knowledge.
• Ability to explain complex information clearly.
• Ability to listen, ask appropriate questions, research information and identify customer needs.
• Ability to navigate web-based systems while assisting customers.
• Ability to accurately document customer interactions and maintain complete records.
• Ability to organize work, manage multiple priorities and meet established service and quality standards.
• Ability to protect confidential and sensitive member information and comply with established information security and privacy while working remotely.
• Ability to work independently on routine matters while seeking guidance on complex or unfamiliar issues.
• Ability and willingness to participate in ongoing training and maintain knowledge as benefits, policies, procedures and systems change.

Remote Work Requirements:
This position is designated for remote work and requires the ability to perform assigned responsibilities effectively in a remote environment. Employees must maintain reliable connectivity, effectively use required technology and virtual communication tools, protect confidential information, maintain regular communication and availability during established work hours. Additionally, employees must meet established performance, quality and customer service expectations.

Hiring Range: $60,265

The Virginia Retirement System (VRS0, an independent state agency based in Richmond, delivers retirement and other benefits to covered Virginia public sector employees through sound financial stewardship and superior customer service. VRS ranks as the 15th largest public or private pension fund in the U.S. and the 36th largest in the world, serving more than 861,000 active and inactive members, retirees and beneficiaries.

Members include public school teachers, political subdivision employees (cities, towns, special authorities and commissions), state agency employees, public college and university personnel, state police, Virginia law officers and the judiciary. Approximately 864 employers participate in VRS.

VRS delivers retirement and other benefits to Virginia public employees through sound financial stewardship and superior customer service.

To be the trusted leader in the delivery of benefits and services to those we serve.

VRS is unable to provide sponsorship at this time or any time in the future. VRS' current hybrid schedule includes onsite work Tuesday through Thursday and remote work on…