ASSOCIATE RETIREMENT BENEFITS EXAMINER, LEVEL 1

The New York City Employees’ Retirement System (NYCERS) is recruiting for one (1) Full-Time Call Center Agent to provide a great customer experience to their clients who serve the City of New York. A Call Center Agent takes calls from customers contacting NYCERS; answering questions or addressing any concerns they may have. Their duties include the following: Key Responsibilities

• Handling many inbound and outbound calls to and from customers. • Listening to customers’ needs or issues and providing helpful solutions to their problems.

1. An associate degree or completion of 60 semester credits from an accredited college or university,

including or supplemented by 9 semester credits in mathematics, statistics, accounting and/or actuarial science and two years of satisfactory full-time experience performing mathematical, statistical, actuarial or accounting computations in one or more of the following: a) a retirement or employee benefits plan;

b) for customer service in a financial institution; and/or c) in a position requiring the application of law, rules and regulations and the use of statistical, actuarial or similar tables; or

2. A four-year high school diploma or its educational equivalent approved by a State's Department of Education or a recognized accrediting organization and four years of the experience described in "1" above. Each 15 semester credits from an accredited college including at least 3 credits in the areas described in "1" above may be substituted for each 6 months of experience to a maximum of 2 years experience. All candidates must have a four-year high school diploma or its educational equivalent and at least 2 years of experience as described in "1" above.

• Strong communication, both written and verbal • Great active listening skills

• Exceptional interpersonal and rapport building skills • A patient and empathetic attitude • Strong time management and organizational skills • Adaptability and flexibility

• Comfortable working in fast-paced environments • Basic troubleshooting skills

• Computer literacy • Phone skills, including familiarity with cloud-based soft phones and integrated CRM software • Experience in customer service for a public pension or similar financial industry

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.