DEBRA LASATER

• Worked on a small team, with two other staff members, to assist front line Member Services phone agents with answers to legal/procedural questions in order to:
• pursue One Call Resolution (answer the question while the member is on the line),
• accepted escalated transfer calls from agents with angry members
• worked out of a shared team email box to research and resolve member issues that couldn't be answered with One Call Resolution and could require communication with other divisions within PERS.
• used the information gathered to inform the member of my findings and resolve their issue

Member of training team assigned to conduct training needs assessment to evaluate and

develop long and short range training program for call agents covering PERS program

rules and policies.

Development of call center policies.

Provide training as subject matter expert.

Orientation of new employees.

Prioritize and assign tasks to efficiently complete work.

Give direction to workers concerning work procedures and performance standards.

Transmit established standards of performance to workers.

Review work of employees for conformance to standards (ie completeness, accuracy, and

quality and quantity).

Monitor (live and recorded) calls for compliance with established standards of

professionalism, accuracy, call control.

Provide informal feedback of employee performance to the supervisor.

Conduct technical case management of complex, escalated, or sensitive customer related

issues. Assess the case specific issues and determine the priority and appropriate

escalation level.

Route and coordinate applicable issues to appropriate departments/sections for additional

research or action.

Provide subject matter expert knowledge level of laws and statutes, business rules and

practices to staff and members.

Communicate with customers in person, phone, or written correspondence to resolve

issues and questions.

Communicate with staff in various divisions as required to train or coach call center staff

on changes regarding policy, procedures, processes, current scripts, or timelines.

Answer and document inbound calls as Member Service phone agent in PERS Information Center in order to:

Provide information to active, inactive, disabled and retired members, beneficiaries and employers on member rights, benefit rights and eligibility requirements.

Answer technical questions regarding PERS/OPSRP laws, rules, new and pending legislation.

Provide and explain all forms used by the agency to members and financial planners.

Calculate Estimates of Benefits, both Service and Disability Retirement, including researching and calculating service time purchases.

Answer correspondence/email from members.

Assist phone team leads with training of new phone team personnel.

Provide in person review of retirement applications and forms a Turn In Forms events held by the agency.