Front Desk Member Services Representative

Description

Applications will be accepted through 4:59 PM MST on the posting end date.

This position will have an initial two-week training period in Boise, Idaho.  

The Public Employee Retirement System of Idaho (PERSI) is seeking a hard-working and committed Front Desk Member Services Representative with experience providing world-class customer service. This position is located in Coeur d'Alene, full-time, Monday-Friday, 8am-5pm, 40 hours per week, with full benefits. The successful candidate will be the first point of contact when members visit our office and will perform over-the-phone customer service as part of PERSI's Answer Center. 

This position is eligible for the PERSI benefits package, including: 

• Excellent low-cost medical, dental, and vision insurance 
• Generous vacation and sick leave accrual beginning as soon as you start 
• Eligibility for the Public Service Loan Forgiveness Program (PSLF) 
• Paid parental leave Eleven paid holidays per year 
• PERSI retirement, one of the nation's best state retirement systems 
• Multiple savings plans 
• Life insurance 
• A healthy work/life balance 
• Wellness programs; ongoing training opportunities; and more

Example of Duties:

• Provide customer service to members with scheduled appointments as well as walk-in guests.
• Incumbent will work in an office environment and communicate directly with members and the public in-person and by phone. 
• Provide information on a wide variety of topics from available resources and reference materials. 
• Determine appropriate referral and disposition of non-routine calls and questions. 
• Maintain records and perform other routine clerical functions. 
• Document interactions and navigate through multiple data entry systems and other relevant applications, tools, and resources while speaking on the phone. 
• Work efficiently, perform multi-tasking, prioritize tasks, and meet deadlines.
  

Minimum Qualifications (must be reflected in your resume):

• Some knowledge of interviewing methods - This is typically gained through at least six (6) months of professional experience interviewing; OR successful completion of college-level coursework related to interviewing methods.
• Experience interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments - This is typically gained with at least one year work experience interpreting, explaining, and applying regulations, laws, or complex policies in order to carry out assignments. 
• Experience accessing data using a computerized system - This is typically gained by at least six (6) months of full-time work experience where using a computerized records system was part of your primary job duties; OR you have successfully completed college-level coursework/training related to accessing data using a computerized system.
• Experience independently handling complaints and upset individuals in a business setting - This is typically gained by at least six (6) months of full-time work experience helping individuals who are in high need situations and may be upset, and you were responsible for de-escalating the situation in order to address the complaint. 
• Experience conducting sensitive fact-finding interviews - This is typically gained by at least one year of experience that required in-depth, one-on-one interviewing to elicit personal, financial, or medical facts of a sensitive nature. Types of qualifying experience would be background in credit collection, law enforcement, financial institutions, or social service programs or services.

Candidates who reach the final hiring stage will be required to participate in a criminal background check. Having a criminal record will not automatically eliminate applicants from consideration, but may be considered as part of the hiring process. 

PERSI's Mission: To provide our members and their beneficiaries with reliable, secure, long-term retirement, survivor and disability benefits as specified by law.

If you have any questions, please email HR@persi.idaho.gov 

Benefits:

For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov.

Preference may be given to veterans who qualify under state and federal laws and regulations.