CRTFL - Customer Service Representative

CitiStreet live link to Citistreetonline.com. CitiStreet, one of the largest global benefits delivery firms in the United States, is headquartered in Quincy, Mass. CitiStreet has 3,000 employees at offices in Somerset, N.J., Jacksonville, Fla., Lewiston, Maine, Boston and field offices around the nation. It also has a division, CitiStreet Australia, with offices in Sydney, Brisbane and Melbourne. CitiStreet serves more than 11 million participants and administers $217 billion in assets in the United States for defined contribution, defined benefit and health and welfare plans of corporate, government, health care, Taft-Hartley and not-for-profit organizations. It also serves more than 1 million participants and administers about $15 billion in assets outside the United States. CitiStreet is a 50/50 joint venture between State Street Corp. (NYSE:STT) and Citi (NYSE:C). Citi Inc. and its subsidiaries ("Citi") are equal opportunity employers M/F/D/V and do not discriminate on the basis of any legally protected status or characteristic.

Answer phone calls and e-mail covering a broad array of questions concerning multiple domains from clients’ employees and/or retirees regarding benefit plan provisions.

 

RESPONSIBILITIES:
- Relay participant account information related to available benefits/products
- Communicate various client plan provisions
- Use both participant and proprietary software to access participant information and process transactions
- Inform plan participants of benefit provisions and assist them in analyzing benefit changes
- Utilize online tools to resolve individual participant cases and events, which may involve processing transactions, running enrollment events, producing kits, etc.
- Consult with service providers and respond to inquiries in a timely manner
- Advise management of fluctuating volume of participant calls
- Provide a consistent one call resolution to all callers by effectively employing all available tools and training
- Maintain participant commitments through transaction follow-up
- Provide ongoing support to both the Online and Offline teams with daily processing, administration, and special projects.
- Comply with established team processes and procedures to effectively manage work flow
MINIMUM QUALIFICATION REQUIREMENTS:
- Strong PC Skills
- 1 year of strong customer service experience or college degree
- Excellent analytical, communication, and organizational skills
- Understanding of various client plan provisions
- Extremely organized, dependable, flexible, and self-motivated
- Displays sound judgement, empathy, understanding and patience
- Demonstrates ability to take direction and is open to consistent developmental feedback
- Enthusiastic team player who is willing to take the initiative to resolve participant issues
- Ability to multi task to effectively meet and exceed performance metrics
- Available to work Overtime as