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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50364629 |
Description Activated On: 1/14/2026 12:06:13 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position serves as a customer contact in an inbound/outbound call/service center environment utilizing knowledge base and case management tools to assist customers in completing their human resource transactions, benefits and information services, in accordance with call/service center standards. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Interacts with customers via telephone and in writing to: Provide answers to questions relating to employee benefits and services including, but not limited to, enrollments and life status changes involving medical, dental, vision, deferred comp, DCAP and voluntary benefits programs. Provide information explaining employee benefits and services including various health insurance plans. Provide limited technical assistance in the use of ESS and guiding employees in completing ESS transactions. Provide limited technical assistance in the use of the Financial Disclosure Application Provide limited technical assistance in the completion of on-line forms including but not limited to PEBTF forms. Utilizes ERC to answer customer inquiries and educate customers on the use of the ERC. Retrieves information from various state automated human resource or payroll systems in order address customer inquiries and transactions. Inputs or updates HR Master Data transactions relating to employee benefits and services according to established policies and procedures including, but not limited to, deductions, Open Enrollment, Initial Enrollment & changes (life status changes, health, dental, vision, deferred comp, direct deposit, life insurance, DCAP and voluntary benefit programs). Alerts supervisor or specialist when there is confusion or absence of information in the knowledge base to answer specific questions relating to employee benefits and services. Researches data to verify employment and salary records in order to analyze information to formulate a recommended action that falls within prescribed guidelines. Applies established methods and procedures when responding to customer inquiries and processing benefit forms. Documents all contacts and outcomes within the center’s case management software application. Routes calls to internal staff and/or external office as appropriate. Performs all work in accordance with established call/service center standards, procedures, and established program policies. Initiates status reports to supervisor or specialist when delays occur in responding to inquiries or benefits forms processing. Performs a quality assurance self check on all benefit forms processed. Participates in quality assurance coaching sessions. Performs other related duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Operates under the guidance of a supervisor or specialist in the call center environment. Work is performed independently. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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