Customer Service Representative

The City of Norfolk’s Department of Finance, Retirement Bureau is seeking a Customer Service Representative who will perform general clerical tasks.

ESSENTIAL FUNCTIONS
Essential functions include but are not limited to:

• Interact regularly with the public in person and over the phone.
• Respond to customer questions and inquiries in a timely and efficient manner, while following and explaining proper retirement requirements, processes and procedures.
• Perform a variety of general clerical functions, which include maintaining and updating complex filing systems; processing retirement forms; preparing general correspondence; reviewing and performing calculations with oversight; researching files and records.
• Provide support and guidance to supervisors and management staff.
• Respond to inquiries regarding status of pay and retirement process and patron problems concerning the operation of the automated PeopleSoft retirement portal.
• Create and maintain retiree database and files; assists in the paperwork of retirees and beneficiaries.
• Receive, sort and file mail and records.
• Generate, update, and input data in the call log database.

EDUCATION/EXPERIENCE
Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

Six months experience.

ADDITIONAL INFORMATION & REQUIREMENTS

Valid Driver’s License.

Special Project positions are those which are non-classified and exempt from classified and unclassified service. They are at will positions which receive health and leave benefits. They do not receive retirement benefits until after two (2) years of working for the City.