Member Service Representative

STRS Ohio, STRS

Compensation:

Work Schedule:

General Summary:

Summary of Responsibilities:

• Respond in an efficient manner to all inquiries regarding benefits and services in accordance with the Revised Code 3307, STRS Ohio Retirement Board rules and administrative policies. Calculate and explain values and benefits. Request appropriate documentation to enable internal departments to approve and acknowledge caller’s request.
• Input and retrieve computer information necessary to respond to inquiries, including mainframe and other software applications.
• Receive requests for information, processes and documents and respond in an accurate and timely manner. Identify and refer to online resources and provide printed resources if necessary.
• Maintain records and document information about calls as directed on various systems. Coordinate and complete successful transfer of call “ownership” to departments to ensure member satisfaction. Provide administrative support for the member services center to include returning calls routed to member services center, providing online access to online materials and resources and mailing printed materials if necessary, ordering and maintaining supply inventory, processing returned mail and distribution of updated literature impacting calls received.
• Provide basic technical assistance and guidance to contract regarding online access to STRS Ohio self-service applications, navigating various platforms and tools to provide efficient and effective support to customers.
• Verify caller and account information to prevent fraudulent activity. Review activity to detect suspicious transactions and address member fraud inquiries swiftly. Escalate incidences with detailed information to appropriate team members.
• Exercise and maintain current knowledge of benefit, legislative and administrative changes, as well as current events including health care issues that impact STRS Ohio members.
• Suggest and participate in implementing initiatives to improve member service center effectiveness and quality service. Work well as a team to solve problems and make decisions.
• Consistently meet the established quality and quantity service standards established for the member services center, which support the mission and vision of STRS Ohio.

Summary of Qualifications:

• High school diploma or equivalent required.
• College-level coursework or three years’ relevant experience required.
• Two to three years’ experience in a customer- service environment required; STRS Ohio benefit experience preferred.
• Thorough knowledge and understanding of the STRS Ohio Health Care plans administration and related programs such as Medicare and Social Security.
• Ability to accurately perform and explain various mathematical calculations. Ability to accurately record numeric and alphabetic information by hand or on a keyboard.
• Ability to stay organized, calm and constructive when handling stressful situations. Demonstrate tolerance, appropriate demeanor, and patience with clients. Interact with others in a manner that shows genuine concern and respect required.
• Ability to adhere strictly to work and break schedules requiring cooperation and flexibility in working with other team members required.
• Above-average oral and written communication skills required. 
• Interpersonal skills necessary to deal effectively and courteously with internal and external contacts required.
• Excellent organizational skills and a high degree of accuracy and attention to detail required.
• Ability to work independently and in a team environment while meeting deadlines with minimal direct supervision required.
• Proven ability to operate Microsoft Office programs and standard office equipment required.
• Excellent work record of attendance, punctuality and the ability to maintain a flexible work schedule to meet business needs. Occasional evening, weekend and non-regular work hours may be required.

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