Customer Service Pension Payment Representative

Company: Beacon Hill’s client
Location: St. Paul, MN
Work Arrangement: Hybrid, 1 day onsite per week / 4 days remote
Schedule: Monday-Friday, flexible start time between 7:30-8:00 AM and end time between 4:15-4:45 PM
Employment Type: Contract through Spring 2027
Compensation: $24/hour, depending on previous experience

Position Overview

Beacon Hill’s client is seeking a Customer Service Pension Payment Representative to join their team. This position is ideal for someone who thrives in a high-volume phone environment and takes pride in providing patient, thoughtful, and professional customer service.

A significant portion of the role involves speaking directly with retirees, including individuals from older generations who may need additional guidance or time when discussing their pension benefits and payments. The successful candidate will be able to remain calm, patient, and service-focused throughout every interaction.

This team manages customer inquiries from start to finish. In addition to answering incoming calls, representatives are responsible for completing the administrative and processing work generated from those conversations.

Key Responsibilities

• Manage a high volume of inbound customer service calls while delivering patient and professional support.
• Assist retirees with questions regarding pension benefits, payments, and account information.
• Take ownership of customer inquiries from the initial phone conversation through final resolution.
• Research concerns and work through payment or account-related issues to provide accurate solutions.
• Process pension benefit payments and maintain accurate retiree records.
• Complete updates involving direct deposit information, mailing addresses, and other account changes.
• Investigate and resolve pension payment discrepancies.
• Process death claims and related pension documentation.
• Support retirees with 1099-related questions and requests.
• Navigate multiple systems while simultaneously handling phone conversations and completing required processing.
• Partner with internal teams when additional research or coordination is needed to resolve more complex issues.
• Balance daily call volume with administrative responsibilities while meeting service and accuracy expectations.

Qualifications

• Strong customer service skills with the ability to work effectively with a wide range of individuals.
• Excellent verbal communication skills and a professional, personable phone presence.
• Patience and composure when handling lengthy, detailed, or challenging customer conversations.
• Comfortable working in a heavy inbound call environment throughout the day.
• Strong attention to detail and commitment to accuracy.
• Effective problem-solving and critical-thinking abilities.
• Ability to multitask between customer conversations, multiple systems, and administrative responsibilities.
• Strong organizational skills with the ability to prioritize competing workloads.
• Adaptable and comfortable working in a fast-paced environment where business needs may change.