SUMMARY
The representative will ensure that all Benefit Recipients receive extraordinary services when making a change to a NEAP or NEBF pension. The representative will ensure that all required change, correction, stoppage, or resumption information is entered accurately and in a timely manner.
The representative may contact the recipient by phone or mail and in each communication provide sympathetic and efficient service.
ESSENTIAL FUNCTIONS
- Process direct deposit information;
- Process tax information;
- Process change of address:
- Process verification request:
- Process pensioner status form:
- Process bank advice:
- Process certain expiration report;
- Process confirm queues;
- Process stop/void and reissue check requests;
- Process recipient death certificates/pop-ups;
- Process return to trade;
- Remove and restore benefit recipient to pension rolls;
- Process Overpayments;
- Research and advise the accounting department to re-mail or void returned pension benefit checks;
- Review and prepare correspondence for electronic files that pertain to collection processes;
- Communicate with pension recipients, and banks to set up repayment agreements, collection letters and acknowledgements;
- Search Internet Resources and Accurint site to update pension benefit information;
- Prepare documentation needed to recover fraud or forgery claims;
- Maintain list of all pension overpayments on Excel files;
- Assist in recouping federal income tax overpayments;
- Assist in responding to 1099 phone calls and preparation of 1099 forms; and
- Create binbook and custom letters related to these functions.
EQUIPMENT REQUIRED
Personal computer, keyboard, multi-line telephone, electronic printing calculator, microfilm and microfiche readers, copy machine, fax machine
PERFORMANCE STANDARD
Process an average of 60 transactions per day to include: PSS, Confirmations, Direct Deposits, COA, and Taxes or process an average of 40 transactions per day to include:
Overpayments, Death, Retrade and Void and Reissue.
WORK ENVIRONMENT
Standard office conditions with overhead fluorescent lighting, 68-75 degree air temperature.
WORK SCHEDULE
35 hours, Monday through Friday, choice of flex schedule approved by supervisor, with daily ½ hour or 1 hour unpaid lunch.
QUALIFICATIONS
Knowledge, skills and general abilities:
- Accuracy – strives for the highest level of accuracy possible from the tools used and processes performed.
- Analytical – analyzes status requests, applications, and documents
- received.
- Communication – communicates effectively and politely with recipients, group members, and management.
- Customer Service – possesses a true service centered approach to work.
- Dependability – ensures that attendance and timely arrival support the achievement of the goals of the group.
- Flexibility – takes direction and re-direction with minimum disruption.
- Initiative/Motivation – demonstrates initiative in meeting group goals; is motivated towards service for recipients and for other group members.
- Professionalism – exercises good professional demeanor in performing tasks assigned; acts in a professional manner while performing tasks assigned.
- Knowledge – possesses knowledge of the processes performed by the group; knows and understands NEBF goals.
- Guidance – provides guidance to other group members through good member behavior and focuses on the achievement of group goals.
- Time Management Skills – manages the workload assigned and informs the supervisor of the status of work assigned.
- Math – computes all necessary numbers for processes performed.
- Problem Solving – solves day-to-day problems and is able to determine when these problems
- need to be raised to the supervisory level.
- Teamwork – works and contributes as a member of the team to achieve group goals.
- Training - development of new skills as required.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.
Job Type: Full-time
Pay: $30.59 per hour
Expected hours: 35 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Experience level:
Weekly day range:
Work setting:
Experience:
- Data entry: 2 years (Required)
- financial services: 2 years (Preferred)
- pension services: 1 year (Required)
Ability to Commute:
- Rockville, MD 20850 (Required)
Ability to Relocate:
- Rockville, MD 20850: Relocate before starting work (Required)
Work Location: Hybrid remote in Rockville, MD 20850