Beneficiary Customer Service Representative
The Beneficiary Customer Service Representative provides a high level of service and call center support for the Trust Beneficiary Call Center (TBCC), Department of the Interior (DOI), Office of the Special Trustee for American Indians (OST). This position serves as an initial point of contact in providing beneficiary assistance by answering customer questions, providing problem resolution and documenting all encounters in clear and concise logs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Receives incoming customer service calls, and assists beneficiaries with accessing needed information. Responds to beneficiary inquiries related to account activities, disbursement, and quarterly statements. Provides information concerning questions about trust assets, status of checking requests, information on the Land Buy-Back Program, purchase offer packages, and various tribal settlements.
Serves as a first point of contact, and utilizes various knowledge bases to resolve inquiries. Escalates inquiries, when needed.
Provides explanations, and uses judgment to interpret guidelines and procedures applicable to the beneficiary.
Provides a high level of service answering inquiries promptly, courteously, accurately and completely. Maintains composure amid high call volumes and stressful situations.
Documents and monitors all incoming beneficiary inquiries into a tracking database. Ensures accuracy in tracking requests and timely resolution of inquiries / issues.
Verifies caller identity to ensure account protection and confidentiality in accordance with the Privacy Act of 1974.
Utilizes various automated programs for researching information. Identifies caller concerns, and provides input as to necessary actions.
Composes replies to written inquiries of a general nature.
May be required to work on Saturdays.
Performs advanced duties, special projects, or assists in the training of other BCSRs as assigned.
Helps to ensure accuracy of performance standards, and provides feedback to streamline processes for increased performance productivity and proficiency.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
EDUCATION / EXPERIENCE
High School Diploma or General Education Degree (GED) and relevant customer service experience as specified below; or equivalent combination of education / experience. Experience working with Indian Trust data can be substituted for customer service experience.
Beneficiary Customer Service Representative 1 (1B) - Required education and minimum of 2 years relevant experience
Beneficiary Customer Service Representative 2 (2B) - Required education and minimum of 3 years relevant experience
Beneficiary Customer Service Representative 3 (3B) - Required education and minimum of 5 years relevant experience
CERTIFICATES / LICENSES / REGISTRATION
Ability to obtain a Position of Public Trust clearance
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Working knowledge of standard office practices and procedures in a call center environment
Knowledgeable and skilled in the use of information tracking systems with ability to clearly and concisely log information
Proficient in the use of standard office equipment such as computers, copiers, fax machines, telephone systems and office automation systems
Skilled proficiency in the use of Microsoft Windows and Office programs (i.e., Word, Excel, Outlook, PowerPoint, etc.) with ability to quickly learn and grasp specialized software programs
Outstanding customer service and relationship-building skills with ability to anticipate and meet customer needs
Excellent verbal and written communications skills
Exceptional telephone etiquette skills
Excellent listening and problem resolution skills with ability to actively listen, ask questions, and evaluate issues
Ability to make decisions in the best interest of the customer and to achieve excellence in performance
Ability to make sound, well-informed and objective decisions; perceives the impact and implications of decisions
Ability to compose basic correspondence from draft to final version, both electronic and hard copy
Ability to organize work, set priorities and determine resource requirements
Ability to learn and apply new knowledge in a fast-paced, stressful environment
Flexible with ability to work a variety of assignments and days (including Saturdays), as well as to be punctual and reliable
Ability to work effectively both individually and in a team environment
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.