Client Service Specialist

Description
Position at MTA Headquarters
JOB TITLE:Client Services Specialist
SALARY RANGE: $59,506-$74,383
HAY POINTS: 323
DEPT/DIV: MTA Consolidated Pensions
SUPERVISOR: Client Service Manager
LOCATION: 2 Broadway New York, NY 10004
HOURS OF WORK: 9:00 am - 5:30 pm (7 1/2 hours/day)
This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.
SUMMARY:
The purpose of this position is to interact with customers and provide information as requested to provide excellent service. Responsible for resolving issues related to Pension and Retirement Benefits.
In addition, this position is responsible for conducting retiree exit interviews and represent the Consolidated Pensions and Retirement Benefits department at new hire orientations and pre-retirement seminars.
RESPONSIBILITIES:
Operations:

• Maintain a high degree of quality service by providing direct customer service to participants in the MTA sponsored defined benefit pension plans as well as MTA employees participating in the Voluntary Defined Contribution Plan, the New York State Employee Retirement System and the New York City Employee Retirement System.

• Serve as the initial point of contact for customers, providing assistance and resolving inquiries and requests.

• Manage and prioritize service requests to ensure timely resolution.

• Enter and track service request information in Customer Relationship Management (CRM) database

• Identify, interpret, analyze, and research issues and seek resolution to meet customer expectations.

• Determine when to resolve, expedite, and or/facilitate issue resolution. Liaise on behalf of the customer if issue needs escalation to a pension specialist, benefits specialist, Human Resources, Payroll, Manager or Deputy Director is necessary.

• Represent the MTA-sponsored pension plans at new hire orientations. Ability to articulate to new employees highlights of the pension plan applicable to them. Collect pension paperwork at new hire orientations and review to ensure all paperwork is completed correctly

• Represent the MTA-sponsored pension plans at seminars geared towards those participants within 3 years of retirement. Ability to present more complex aspects of the plans as they relate to the audience. Ability to answer one-on-one questions in a group environment.

• Coordinate with NYSLERS and NYCERS, the Social Security Administration, the Railroad Retirement Board, MTA Benefits, and Prudential to schedule retiree seminars for all MTA employees

• Meet with participants preparing to retire to review information provided in pension estimates and paper work required by the pension plan and the MTA at retirement. Also provide guidance and assistance on various employee benefit plans, i.e. health benefits and life insurance

• Develop and update related operating procedures as needed

• Comply with MTA practices and procedures

Individual and Team Responsibilities

• Stay up to date on technical knowledge and other required skillsets, includes participating in training events.

• Produce tracking logs and status reports to ensure effective documentation of work.

• Act as a team player, providing support to the team as well as other HR and Benefit colleagues.

• Assist with various annual projects and mailings.

• Other duties as assigned.

Service Management

• Identify and recommend process improvement solutions to enhance the customer service experience.

• Take initiative in drafting written communications covering pension plan topics of interest to our participants.

• Work with the Business Service Center to implement new medical plans by preparing announcement materials, booklets and other media to communicate new plans to employees.

• Continuously review and improve PowerPoint presentations used at seminars based on feedback of participants and other professional MTA employees

• Must be willing to travel to various MTA facilities in the MTA geographical region to meet with participants

• This position must be able to convey general information to participants in the Pension Plans and provide assistance with completing pension applications

• Must be able to provide employees with a full picture of their benefits in retirement.

• Must be able to deal with the varying personalities of customers while administering to their needs.

• This position will obtain directive from supervisor and will have limited decision-making authority. Decision making is limited to customer service activities.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service skills and professional demeanor.

• Working knowledge and use of PeopleSoft or related database software.

• Working knowledge and use of office productivity tools (e.g., Word, Excel and PowerPoint).

• Must possess familiarity with functional area.

• Ability to process customer requests consistently with general supervision.

• Ability to learn and use various Customer Management Center enabling technologies.

• Ability to assess problems and promptly resolve or identify appropriate team to resolve.

• Strong oral and written communication skills.

• Strong interpersonal skills with the ability to work with and collaborate across the Human Resource Departments at all agencies as well as the BSC.

• Strong organization and multitasking skills.

• Strong time management skills and ability to manage individual assignments.

• Ability to work in a team environment.

• Strong attention to detail.

• Ability to handle sensitive situations and maintain a high degree of confidentiality.

• Working knowledge and use of office productivity tools (e.g., Word, Excel and PowerPoint).

• Notary Public license a plus

EDUCATION AND EXPERIENCE:
REQUIRED:

• Bachelor's degree or an equivalent combination of education and experience may be considered in lieu of a degree.

• Minimum 4 years' experience in HR, Benefits, Pensions or related fields.

PREFERRED

• Notary Public license is not mandatory but is helpful.

OTHER INFORMATION:
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission").
Equal Employment Opportunity
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply