Pension Secretary (Call Center Role)

Hanover, Maryland
Apr 18, 2017
May 23, 2017
Nonprofit, Other
Full Time

The Pension Secretary is primarily responsible for establishing a rapport with participants and retirees for all pension plans by answering calls in a high volume call center and addressing participants needs with a world class level of customer service. The Pension Secretary is also responsible for appropriately updating the participant files within the pension administration system by accurately updating demographic, payment, and process data.


  • Serve as a call center first line of contact for participant, beneficiary, and retiree questions, concerns, and requests within the Fund Office Administrative Department Participant Service Center (call center)
  • Answer calls pertaining to questions regarding the US Pension, Canadian Pension and Annuity Plans
  • Responds to participant requests for US and Canadian Pension applications, Annuity applications, and Pre-retirement death applications
  • Acknowledge receipt of pension applications within the required timeframe to ensure all forms (such as marriage certificates, divorce decrees, proof of age, etc.) have been received and, when applicable, request missing or incomplete documentation
  • Update pension participant database to create workflow for payment commencement
  • Update demographic and direct deposit data for participants, pensioners and beneficiaries
  • Work on special projects related to annual pension compliance
  • Other duties as assigned


  • Ability to comprehend Pension and Annuity plan rules and definitions
  • Strong interpersonal and customer oriented communication skills and the ability to work effectively with active, retired, and terminated participants
  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment
  • Ability to multitask and work on multiple tasks with accuracy
  • Intermediate knowledge of Microsoft Office Suite 7
  • Ability to follow processes


  • Pleasant phone demeanor and interpersonal skills
  • Punctuality and good attendance
  • Foster teamwork and display positive attitude
  • Respect of others in the workplace
  • Maintain participant/Fund office confidentiality


  • Bachelor’s degree in Business Administration, Communications, or any related field from an accredited institution and/or equivalent work experience including two (2) to three (3) years of customer service, call center or retirement benefits experience
  • Knowledge of employee benefits/pension industry
  • Strong Communication and attention to detail
  • Proficiency in general computer use; use of Microsoft Word and Excel applications
  • Sound grammatical skills
  • Fluency in Spanish or French preferred but not required


  • Normal office environment
  • Forty (40) hours constitutes the regular work week. The work day consists of eight (8) hours with a half an hour (1/2) or one (1) hour unpaid lunch break. The office incorporates optional flex start times which begin at 7:00 a.m. in increments of fifteen (15) minutes until 8:30 a.m. The office is open Monday through Friday from 7:00 a.m. to 5:00 p.m.
  • Business professional dress code

NOTE: This job description indicates the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all tasks, duties, and qualifications of the employee assigned to this position. The employee may perform other related duties outside of their normal responsibilities from time to time to meet the ongoing needs of the organization.

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