Title: Contact Center Representative - Employer Support (VRS Employees Only)

State Role Title: 

Hiring Range: $64,050 - $70,400

Pay Band: UG

Agency: Virginia Retirement System

Location: Virginia Retirement System

Agency Website: www.varetire.org/careers

Recruitment Type: Agency Employee Only - A

Job Duties

The Employer Support Representative serves as primary contact at VRS for employers and employer representatives, including benefit administrators, payroll officers, and financial administrators. The role responds to a variety of questions, inquiries, and requests from employers, provides VRS plan information, and explains relevant policies and procedures as appropriate. The position also provides technical assistance with myVRS Navigator.

Essential duties include but are not limited to:

• Serve as a front-line representative of VRS to employers who contact the agency via telephone, explaining the agency's benefits, services, and all related procedures.
• Liaise as necessary with other personnel and departments to resolve employer issues; conduct research as necessary.
• Respond to a variety of questions, inquiries, and requests by providing VRS plan information and VRS procedures related to employer contact forms, contribution rates, member accounts, legislation, plan design, policies and procedures, employer contract compliance, and reporting issues.
• Provide technical assistance with myVRS Navigator procedures and processes.
• Process VRS-67A and 68BP forms.
• Review monthly reports and myVRS Navigator to ensure administrative contacts are up to date; follow up as necessary.
• Participate in cross-hierarchal and cross-departmental teams.
• Serve as backup for other teams as required.
• Participate in special projects as required.
• Other duties may be assigned.

Minimum Qualifications

Highschool diploma or equivalent required. Bachelor’s degree from a four-year college or university that includes courses in business, accounting, finance or public administration preferred.

Previous experience in a high volume customer service environment, employee benefits administration, public administration, accounting, payroll, finance, insurance or the equivalent combination of education and experience required.

Additionally candidates should have:
• Excellent reading, writing and math proficiency.
• Proficiency with Microsoft office productivity software.
• Professional verbal and written communication skills.
• The ability to analyze and perform complex calculations.
• The ability to multi-task, set priorities and manage time effectively.
• The ability to work independently from a home office with limited interruption.
• The ability to travel to the office when required.

Additional Considerations

Experience working in a contact center, on-site or remotely
Demonstrated working knowledge of VNAV
Demonstrated working knowledge of myVRS

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Contact Information

Name: VRS Human Resources

Email: careers@varetire.org

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.