Call Agent (Retirement Counselor 1)

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• There is one (1) full-time, permanent position and two (2) full-time, limited duration positions that are expected to last through June 30, 2027; however, based on workload need and funding, they could end at any time, be extended, or become permanent.
• These are hybrid work positions based at our headquarters office in Tigard, Oregon.  The successful candidates are required to work one week per month onsite at HQ. The remainder of the time can be worked remotely.
• This recruitment will be used to establish a list of qualified applicants to fill the current vacancies and may be used to fill future vacancies as they occur.
• These positions are represented by the Service Employees International Union (SEIU).

The PERS Operations Division provides services to PERS members along the entire life cycle of their public service career: from their first job with a PERS-participating employer until their retirement. The division helps ensure that PERS fulfills its mission to provide the right person the right benefit at the right time.

The Operations Division supports four benefit programs for members of the three PERS plans (Tier One, Tier Two, and the Oregon Public Service Retirement Plan (OPSRP):

1. The lifetime pension.

2. The Individual Account Program (IAP).

3. The Oregon Savings Growth Plan (OSGP).

4. The PERS Health Insurance Program (PHIP).

The Member Services is responsible for providing accurate information and timely services to PERS members.  Services are provided by the Member Information Center, Correspondence, Education and Team One Follow-up.

The Member Information Center (MIC) is the agency’s dedicated reception and contact center. The MIC receives inbound member calls, provides information and assistance, records member interactions, gathers information, and/or troubleshoots member issues for resolution. All MIC staff will need to have a broad understanding of PERS, Oregon Revised Statutes, Oregon Administrative Rules, and be confident in addressing member needs and inquiries.

These positions are responsible for responding to telephone inquiries and providing friendly and informative interactions, general PERS information to members, beneficiaries, or their representatives on all membership, withdrawal, and retirement rights, interpreting and communicating retirement plan information, explaining estimates, explaining, and mailing forms.  These are not retirement or investment planning positions.

One year of customer service experience which included explaining rules, programs, or procedures.

• Strong communicator who listens actively, adapts their style to the audience, and is open to negotiating or compromising with members
• Prior customer service experience in a fast-paced, high-volume environment, with a commitment to getting results despite obstacles or distractions

• Organized and motivated, able to meet daily, weekly, and monthly productivity goals by prioritizing time and resources effectively
• Analytical, critical thinker who approaches problem-solving with creativity and flexibility

• Thrives in a respectful, diverse work environment
• Takes responsibility, welcomes constructive feedback, and is willing to compromise
• Follows PERS policies and shows dependability and consistency within a team environment

• Prior PERS experience

• Finalists will be subject to a criminal history check. Criminal records are compared against the needs of the position and if found to conflict then may lead to disqualification.
• Eligible veterans who meet the qualifications will be given veterans' preference. For more information, please visit Veterans Resources, or call Oregon Department of Veterans' Affairs at: 1-800-692-9666.  NOTE: If claiming veterans’ preference please be sure to check your Workday account for pending tasks or actions under your “My Applications” section.
• Agency does not offer visa sponsorship. Within three days of hire, applicants will be required to complete I-9 documentation and confirm authorization to work in the United States. If your employment authorization and documentation is contingent on sponsorship now or in the future, you will not meet Agency employment eligibility standards.
• The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

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For additional information you may contact the recruiter by e-mail at recruitment@pers.oregon.gov  or by phone at 503-603-7500.

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