If you love a high energy and fast pace environment - Serco has a great opportunity for you! The Call Team Level 1 Agent will be on a dynamic team, supporting customers with processing their retirement pensions at our Alexandria, VA location. Bring your expertise and collaborative skills to make an impact towards servicing our retirees.
The Pensions Benefits Guarantee Corporation (PBGC) is a government agency that protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans. Serco’s goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.
You will be part of a 40+ member team under the direction of Thomas Tutolo’ s (Operation Manager) team. The Operations Manager has twenty years of pension benefits and customer service experience comprising of Operations Manager, Assistant Project Management, supervisory and team lead roles. He also has additional experience in benefits administration including 401(k), interpreting plan documents, disability, estate research and processing,
You will be working closely with our PGBC customer and other Serco teams to deliver excellent customer service regarding pensions and benefits for our customers.
In the Call Team Level 1 Agent role you will:
- Receive inbound participant phone calls and provide appropriate customer service support in accordance with defined PBGC and Serco guidelines.
- Utilize authorized computer systems to gather and confirm information prompted by incoming calls.
- Be able to provide rapid, efficient and accurate customer service in a professional manner for extended periods of time in accordance with the requirements of the contract.
During the Pandemic, teleworking is an option. However, you will be required to work onsite in Alexandria, VA (occasionally), once safety restrictions are lifted.