General Clerk III

Position Description

If you love a high energy and fast-paced environment - Serco has a great opportunity for you!  The General Clerk III will be on a dynamic team supporting customers with processing their retirement pensions.

 

Bring your expertise and collaborative skills to make an impact towards servicing our retirees.  Serco and PBGC protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans.  Our goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.

 

As a General Clerk, you will:

• Act as a liaison between our government customer and its participants. Effectively resolves customer issues, requests and inquiries.
• Provide excellent customer service.
• Handle inbound calls in a timely manner, following call center scripts when handling different topics, identifying customer needs, providing basic information, researching participant accounts, addressing basic questions or issues, providing an accurate and efficient response.
• Keep accurate records of all conversations while meeting contractual qualitative and quantitative targets.
• Perform tasks associated with call handling to include basic plan and participant file research and updates.
• Prepare, scan, and upload documents into PBGC systems.
• Assist with records collection trips by occasionally traveling to plan sites or PBGC headquarters to prepare, scan and upload plan and participant documents once new plans are trusteed.
• Have knowledge of commonly used concepts, practices and procedures as it relates to benefits administration.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Work under immediate supervision and reports to a supervisor.

In compliance with state and local laws regarding pay transparency, the target hourly rate is $21.47; however, Serco considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

Qualifications

To be successful in this role, you will have:

• High School Diploma or GED
• Ability to obtain and/or maintain a Public Trust security clearance.
• Current experience as a CSRI or CSRII and have in-depth knowledge and experience handling incoming calls from participants.
• Ability to exercise analysis and experience in selecting documented procedures to follow in searching for, interpreting, selecting, or coding items to be entered from a variety of source documents.
• Proficiency with Microsoft Office software.
• Ability to lift 25 lbs.
• Ability to work in a variety of different environments as required for records collection.
• Ability to provide a suitable teleworking environment to include sufficient internet access in a private, secure setting.

Candidates must be located in one of the following states: OH, FL, WV, VA, MD, DC, DE, CA, PA, IA, TN, GA, CO, MN, TX, IL, KY, ME, NC, or MA.

 

If you are interested in supporting and working with a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

 

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

 

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco