Call Center Representative

Duration: 6 months, with potential extension

Compensation: $30–$33 per hour

Location: Pleasanton, CA - Onsite (parking available)

Position Overview

The Call Center Representative will support the Pension Department by providing high‑volume customer service to laborers, completing pension calculations, troubleshooting pension‑related issues, and ensuring compliance with ERISA and plan regulations.

Key Responsibilities

• Troubleshoot pension‑related issues, including eligibility, calculations, and benefit determinations.
• Manage inbound and outbound communications (up to 80 calls per day) related to annuities, pension plans, health & welfare benefits, and general inquiries.
• Provide front‑line support to laborers via walk‑ins, phone, and email while ensuring high‑quality customer service.
• Assist with QUADRO (Qualified Domestic Relations Orders) cases.
• Perform accurate pension and benefits calculations.
• Maintain updated and accurate member records.
• Support compliance with ERISA and internal pension plan rules.
• Collaborate with supervisors and teammates to resolve escalated member issues.
• Participate in training and ongoing skill development.

Required Qualifications:

• Strong customer service skills and ability to maintain professionalism under pressure.
• High attention to detail and accuracy in calculations.
• Ability to handle 80+ calls per day while maintaining quality and compliance.
• Experience with annuity, pension, benefits, or health & welfare plans.
• Ability to learn quickly ("SHARP") and follow structured processes.
• Knowledge of ERISA and pension plan fundamentals.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.