Serco Inc.

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ID 47343
Work Location US-GA-N/A
If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Site Services Lead will be on a dynamic team, leading our other specialists and supporting customers with processing their retirement pensions.  Bring your expertise and collaborative skills to make an impact toward servicing our retirees.  Serco supports the Pensions Benefits Guaranty Corporation (PBGC), which protects the retirement security of over 35 million Americans in multiemployer pension plans.  Serco and PBGC's goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.  You will be part of 10+ member team and will be  responsible for monitoring and directing the day-to-day efforts of the site services team of specialists, supporting multiple sites in a geo-neutral operational environment. Edward Gordan (Vice President) leads this effort and is the Senior Executive responsible for strategic, financial and operational oversight of the Benefits Administration Services portfolio line of business.  The Site Services Department (SSD) Lead is responsible for monitoring and directing the day-to-day efforts of the site services team of specialists supporting multiple sites in a geo-neutral operational environment. Supervisory oversight of resources associated with ongoing deliverables designed and intended to enable operations include but are not limited to: Facilities, security, and operational support of internal candidate onboarding process end to end. Strong time management, communication, detail orientation and project management skills are required for success in this role. In this Site Services Lead role, you will:- Manage project timelines and communicate any delays or associated risks and issues to leadership or other stakeholders as applicable.- Be responsible for monitoring of goals, objectives, policies, procedures and other associated project tasks or deliverables assigned to SSD team members.- Communicate and liaise with WSD (PBGCs facilities management group) for all associated changes, tasks or needs to government owned facilities.- Ensure safety measures are in place, managed, tracked, monitored and communicated to all relative stakeholders.- Achieve operational objectives by contributing information and recommendations, maintaining quality customer-service standards, resolving problems, supporting, and completing audits and review of contract deliverables, and identifying trends.- Provide day-to-day personnel oversight of team members, including coaching, mentoring, monitoring and development of supervisory direct reports with the goal of creating capable, engaged team contributors and leaders.- Collaborate with Operational Excellence and Operations Leaders to ensure enablers are in place to support operations.- Create an environment that allows engagement goals to be met.- Provide oversight of SSD site-specific or assigned personnel and projects to ensure identification and implementation of process efficiencies and continuous improvement efforts and other assigned SSD deliverables.- Understand of the operation’s departmental goals, as SSD’s internal customer; know the customer’s definition of “good”.- Track and submit data for weekly, monthly, quarterly, annually, or ad hoc reports, presentations, or other to the PMO and client.- Ensure project deliverables for the department are met or exceeded.- Identify and mitigate risks and issues as related to personnel & people.- Be flexibility, initiative, and have the ability to work collaboratively on assigned projects or tasks.- Have strong written and verbal communication and organizational skills.
Category
Operations Management
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-GA-
Telework
Yes - May Consider Occasional/Part Time Teleworking for this position
ID 46670
Work Location US-VA-Clintwood
 If you love a high energy and professional environment - Serco has a great opportunity for you! The Customer Service Rep. I – Full Time will be on a dynamic team, supporting customers based at our Clintwood, VA location. Bring your expertise and collaborative skills to make an impact towards servicing our participants. The FRTIB administers the Thrift Savings Plan, the world’s largest tax-deferred, defined contribution plan in support of over 6 million participants. This 401(k) type plan, similar to private sector plans provides roughly 91% of civilians and 61% of uniformed service members the opportunity to save for retirement. The FRTIB’s mission is to administer the TSP solely in the interest of its participants and beneficiaries. In the Customer Service Rep. I – Full Time role you will:-  Answer calls and inquiries from the customer with concerns and questions.- Facilitate resolution to routine problems. - Maintain customer information in computer system. - Has knowledge of commonly-used concepts, practices, and procedures within a particular field. - Rely on instructions and pre-established guidelines to perform the functions of the job. - Work under immediate supervision. - Primary job functions do not typically require exercising independent judgment. - Typically will report to a supervisor or manager.The hourly rate is  $12.50/HR  Plus  $4.22 per hour for health and welfare benefits.  (H&W) 
Category
Customer Service
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-VA-Clintwood
Telework
No - Teleworking not available for this position
ID 46964
Work Location US-OH-Euclid
 If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Benefits Administrator will be on a dynamic team, supporting customers with processing their retirement pensions at our Euclid, Ohio. location.  Bring your expertise and collaborative skills to make an impact toward servicing our retirees.  Serco supports the Pensions Benefits Guaranty Corporation (PBGC), which protects the retirement security of over 35 million Americans in multiemployer pension plans.  Serco and PBGC's goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.  You will be part of a 40 + members team of Customer Service Representatives, Benefits Administrators and General Clerks that work closely with the customers and other Serco teams to deliver a wide variety of tasks related to processing of benefits administration work.  In the Benefits Administrator role you will: - Perform routine entry level benefits administration and case processing activities which may include, but is not limited to: processing benefit applications, QDROs, POAs, and other documents,- Enter data into PBGC systems of record.- Conduct research for participant issues;- Support payment recovery and benefit payment processing activities- Issue of benefit determination letters and authorizing benefit payments- Conduct quality reviews to ensure work meets quality standards and handes complex or sensitive case processing or customer matters.- Have knowledge of commonly used concepts, practices and procedures as it relates to benefits administration.- Ensure work is processed in a timely fashion according to the requirements of the specific business function assignment.- Communicate effectively both orally and in writing with the PBGC points of contact to provide and obtain relevant information.- Work under immediate supervision and reports to a supervisor.- Relie on instructions and pre-established guidelines to perform the functions of the job, which may involve using independent judgment.- Have strong customer service skills.- Be self-motivated, have a dynamic work ethic to ensure maximum customer satisfaction is delivered.- Have knowledge and experience of computer applications, including MS Office, and/or business office systems.- Be able to multi-task and prioritize competing deadlines.- Handle difficult and sensitive situations, using sound and independent judgment within general policies and guidelines.- Communicate effectively with co-workers, superiors, the general public, and others sufficient to exchange or convey information.Due to the pandemic situation, candidates may be able to work remotely. However, on site work will be required at the Euclid, Ohio location once safety restrictions are lifted.
Category
Other
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-OH-Euclid
Telework
Yes - May Consider Occasional/Part Time Teleworking for this position
ID 46963
Work Location US-FL-Doral
 If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Benefits Administrator will be on a dynamic team, supporting customers with processing their retirement pensions at our Doral, FL. location.  Bring your expertise and collaborative skills to make an impact toward servicing our retirees.  Serco supports the Pensions Benefits Guaranty Corporation (PBGC), which protects the retirement security of over 35 million Americans in multiemployer pension plans.  Serco and PBGC's goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.  You will be part of a 40 + members team of Customer Service Representatives, Benefits Administrators and General Clerks that work closely with the customers and other Serco teams to deliver a wide variety of tasks related to processing of benefits administration work.  In the Benefits Administrator role you will: - Perform routine entry level benefits administration and case processing activities which may include, but is not limited to: processing benefit applications, QDROs, POAs, and other documents,- Enter data into PBGC systems of record.- Conduct research for participant issues;- Support payment recovery and benefit payment processing activities- Issue of benefit determination letters and authorizing benefit payments- Conduct quality reviews to ensure work meets quality standards and handes complex or sensitive case processing or customer matters.- Have knowledge of commonly used concepts, practices and procedures as it relates to benefits administration.- Ensure work is processed in a timely fashion according to the requirements of the specific business function assignment.- Communicate effectively both orally and in writing with the PBGC points of contact to provide and obtain relevant information.- Work under immediate supervision and reports to a supervisor.- Relie on instructions and pre-established guidelines to perform the functions of the job, which may involve using independent judgment.- Have strong customer service skills.- Be self-motivated, have a dynamic work ethic to ensure maximum customer satisfaction is delivered.- Have knowledge and experience of computer applications, including MS Office, and/or business office systems.- Be able to multi-task and prioritize competing deadlines.- Handle difficult and sensitive situations, using sound and independent judgment within general policies and guidelines.- Communicate effectively with co-workers, superiors, the general public, and others sufficient to exchange or convey information.Due to the current pandemic situation, candidates may be assigned to work remotely on a temporary basis. However, on site work will be required at the Doral, Florida location once safety restrictions are lifted.
Category
Other
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-FL-Doral
ID 47203
Work Location US-VA-N/A
 If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Quantitive Analystics Analyst will be on a dynamic team, supporting our government customer, Pensions Benefits Guaranty Corporation (PBGC), remotley in VA.  Bring your expertise and collaborative skills to make an impact toward servicing our retirees.  Serco supports the PBGC, which protects the retirement security of over 35 million Americans in multiemployer pension plans.  Serco and PBGC's goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.  You will be part of a 7 + members team that work closely with the customers and other Serco teams to deliver a wide variety of tasks. Edward Gordan (Vice President), leads this effort and is the Senior Executive responsible for strategic, financial and operational oversight of the Benefits Administration Services portfolio line of business. The Quantitative Analytics analyst is responsible for trend analysis, data visualization and the ability to provide management with statistical findings and conclusions based on your analysis.  Must possess strong analytical abilities and be able to present large amounts of information in ways that are understandable, easy to interpret, and in which patterns, trends and correlations can be easily identified.  Knowledge of data analysis and experience with statistics, including regressions and correlations required.  In the Quantitive Analystics Analyst role, you will:  - Provide data visualization to oversee the design and deployment of analytical datasets to drive high-quality reporting to enable actionable, insightful data to drive decision-making- Be familiar with Lean Six Sigma certificate or equivalent, with a track record of problem solving and continuous improvement.- Interpret data, analyze results using statistical techniques and provide ongoing reports.- Acquire data from different data sources and correlate- Filter and clean data, review reports and performance indicators to help locate performance issues.- Work closely with management to prioritize business and informational needs- Draft statistical reports that assist management in choosing the right programs and processes- Be an analytical thinker- Have strong attention to detail with excellent organizational skills- Be able to work in cross-functional teams, as well as independently- Be Self-motivated. 
Category
Business Systems/Analysis
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-VA-
Telework
Yes - May Consider Full Time Teleworking for this position
ID 47218
Work Location US-VA-Alexandria
 If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Call Team Level 1 Agent will be on a dynamic team, supporting customers with processing their retirement pensions at our Alexandria, VA location.  Bring your expertise and collaborative skills to make an impact towards servicing our retirees. The Pensions Benefits Guarantee Corporation (PBGC) is a government agency that protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans.  Serco’s goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits. You will be part of a 40+ member team under the direction of Thomas Tutolo’ s (Operation Manager) team. The Operations Manager has twenty years of pension benefits and customer service experience comprising of Operations Manager, Assistant Project Management, supervisory and team lead roles. He also has additional experience in benefits administration including 401(k), interpreting plan documents, disability, estate research and processing, You will be working closely with our PGBC customer and other Serco teams to deliver excellent customer service regarding pensions and benefits for our customers.  In the Call Team Level 1 Agent role you will: - Receive inbound participant phone calls and provide appropriate customer service support in accordance with defined PBGC and Serco guidelines. - Utilize authorized computer systems to gather and confirm information prompted by incoming calls. - Be able to provide rapid, efficient and accurate customer service in a professional manner for extended periods of time in accordance with the requirements of the contract.During the Pandemic, teleworking is an option.  However, you will be required to work onsite in Alexandria, VA (occasionally), once safety restrictions are lifted.   
Category
Customer Service
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-VA-Alexandria
Telework
Yes - May Consider Occasional/Part Time Teleworking for this position
ID 47179
Work Location US-OH-Euclid
If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Operations Clerk will be on a dynamic team, supporting customers with processing their retirement pensions at our Euclid, Ohio location. Bring your expertise and collaborative skills to make an impact towards servicing our retirees.   Serco and PBGC protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans.  Our goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits. In the Operations Clerk role, you will: - Acts as a liaison between our government customer and its participants. Effectively resolves customer issues, requests and inquiries.- Provide base level customer service.- Managed inbound calls in a timely manner, following call center scripts when handling different topics, identifying customer needs, providing basic information, researching participant accounts, addressing basic questions or issues, providing an accurate and efficient response.- Keep accurate records of all conversations, and meeting contractual qualitative and quantitative targets.- Perform tasks associated with call handling to include basic plan and participant file research and updates.- Preparation and scanning of documents into PBGC systems.- Have knowledge of commonly used concepts, practices and procedures as it relates to benefits administration.- Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.- Works under immediate supervision and reports to a supervisor.Office location is in Euclid, Ohio  Due to the current pandemic situation, candidates may be assigned to remote telework; However, on site work will be required for this position once safety restrictions are lifted.  
Category
Administrative/Clerical
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-OH-Euclid
Telework
Yes - May Consider Occasional/Part Time Teleworking for this position
ID 47180
Work Location US-FL-Doral
If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Operations Clerk will be on a dynamic team, supporting customers with processing their retirement pensions at our Doral, Florida location.  Bring your expertise and collaborative skills to make an impact towards servicing our retirees.  Serco and PBGC protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans.  Our goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits. In the Operations Clerk role, you will: - Acts as a liaison between our government customer and its participants. Effectively resolves customer issues, requests and inquiries.- Provide base level customer service.- Managed inbound calls in a timely manner, following call center scripts when handling different topics, identifying customer needs, providing basic information, researching participant accounts, addressing basic questions or issues, providing an accurate and efficient response.- Keep accurate records of all conversations, and meeting contractual qualitative and quantitative targets.- Perform tasks associated with call handling to include basic plan and participant file research and updates.- Preparation and scanning of documents into PBGC systems.- Have knowledge of commonly used concepts, practices and procedures as it relates to benefits administration.- Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.- Works under immediate supervision and reports to a supervisor.Office location is in Doral, Florida. Due to the current pandemic situation, candidates may be assigned to remote telework; However, on site work will be required for this position once safety restrictions are lifted.   
Category
Administrative/Clerical
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-FL-Doral
Telework
Yes - May Consider Occasional/Part Time Teleworking for this position
ID 47167
Work Location US-OH-Euclid
 If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Call Team Level 1 Agent will be on a dynamic team, supporting customers with processing their retirement pensions at our Doral, FL location.  Bring your expertise and collaborative skills to make an impact towards servicing our retirees. The Pensions Benefits Guarantee Corporation (PBGC) is a government agency that protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans.  Serco’s goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits. You will be part of a 40+ member team under the direction of Thomas Tutolo’ s (Operation Manager) team. The Operations Manager has twenty years of pension benefits and customer service experience comprising of Operations Manager, Assistant Project Management, supervisory and team lead roles. He also has additional experience in benefits administration including 401(k), interpreting plan documents, disability, estate research and processing, You will be working closely with our PGBC customer and other Serco teams to deliver excellent customer service regarding pensions and benefits for our customers.  In the Call Team Level 1 Agent role you will: - Receive inbound participant phone calls and provide appropriate customer service support in accordance with defined PBGC and Serco guidelines. - Utilize authorized computer systems to gather and confirm information prompted by incoming calls. - Be able to provide rapid, efficient and accurate customer service in a professional manner for extended periods of time in accordance with the requirements of the contract.During the Pandemic,working remote is an option.  However, you will be required to work onsite at the Euclid, Ohio location (on occastion), once safety restrictions are lifted.   
Category
Customer Service
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-OH-Euclid
Telework
Yes - May Consider Occasional/Part Time Teleworking for this position
ID 47164
Work Location US-VA-Fairfax
If you love a high energy and professional environment - Serco has a great opportunity for you! The FRTIB administers the Thrift Savings Plan, the world’s largest tax-deferred, defined contribution plan in support of over 6 million participants. This 401(k) type plan, similar to private sector plans provides roughly 91% of civilians and 61% of uniformed service members the opportunity to save for retirement. The FRTIB’s mission is to administer the TSP solely in the interest of its participants and beneficiaries. In the Benefit Analyst role you will: - Maintains knowledge of commonly used concepts, practices, and procedures related to disbursement tasks.- Conducts research on applications for TSP participant accounts to ensure all required information is obtained in order for proper disbursements to be made. This research involves utilizing various computer programs, the Code of Federal Regulations (CFR), FRTIB policies, guidelines, and procedural manuals.- Relies on instructions and pre-established guidelines to perform the functions of the job, and provides input on how they may be improved.- As the work requires extensive public contact, the disbursements analyst uses tact, sound judgment, knowledge of both death benefits and legal processing functions, and proficient communication skills to convey both the formal processes and specific details of a case when appropriate.- Provides quality customer service when responding to inquiries made by telephone and written correspondence.- Performs a variety of complex tasks requiring oversight, attention to detail, and analysis, including but not limited to calculating earnings and losses and account valuations.- Performs other duties as assigned.Due to the current pandemic situation, candidates will be able to work remote on a temporarily basis. However, on site work in the Fairfax, VA location will be required once COVID safety restrictions are lifted.
Category
Legal
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-VA-Fairfax
Telework
Yes - May Consider Occasional/Part Time Teleworking for this position
ID 47159
Work Location US-FL-Doral
 If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Call Team Level 1 Agent will be on a dynamic team, supporting customers with processing their retirement pensions at our Doral, FL location.  Bring your expertise and collaborative skills to make an impact towards servicing our retirees. The Pensions Benefits Guarantee Corporation (PBGC) is a government agency that protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans.  Serco’s goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits. You will be part of a 40+ member team under the direction of Thomas Tutolo’ s (Operation Manager) team. The Operations Manager has twenty years of pension benefits and customer service experience comprising of Operations Manager, Assistant Project Management, supervisory and team lead roles. He also has additional experience in benefits administration including 401(k), interpreting plan documents, disability, estate research and processing, You will be working closely with our PGBC customer and other Serco teams to deliver excellent customer service regarding pensions and benefits for our customers.  In the Call Team Level 1 Agent role you will: - Receive inbound participant phone calls and provide appropriate customer service support in accordance with defined PBGC and Serco guidelines. - Utilize authorized computer systems to gather and confirm information prompted by incoming calls. - Be able to provide rapid, efficient and accurate customer service in a professional manner for extended periods of time in accordance with the requirements of the contract.During the Pandemic,working remote is an option.  However, you will be required to work onsite at the Doral, Florida location (on occastion), once safety restrictions are lifted.   
Category
Customer Service
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-FL-Doral
Telework
Yes - May Consider Occasional/Part Time Teleworking for this position
ID 46973
Work Location US-VA-Fairfax
If you love a high energy and professional environment - Serco has a great opportunity for you! The FRTIB administers the Thrift Savings Plan, the world’s largest tax-deferred, defined contribution plan in support of over 6 million participants. This 401(k) type plan, similar to private sector plans provides roughly 91% of civilians and 61% of uniformed service members the opportunity to save for retirement. The FRTIB’s mission is to administer the TSP solely in the interest of its participants and beneficiaries. In the Benefit Analyst role you will: - Maintains knowledge of commonly used concepts, practices, and procedures related to disbursement tasks.- Conducts research on applications for TSP participant accounts to ensure all required information is obtained in order for proper disbursements to be made. This research involves utilizing various computer programs, the Code of Federal Regulations (CFR), FRTIB policies, guidelines, and procedural manuals.- Relies on instructions and pre-established guidelines to perform the functions of the job, and provides input on how they may be improved.- As the work requires extensive public contact, the disbursements analyst uses tact, sound judgment, knowledge of both death benefits and legal processing functions, and proficient communication skills to convey both the formal processes and specific details of a case when appropriate.- Provides quality customer service when responding to inquiries made by telephone and written correspondence.- Performs a variety of complex tasks requiring oversight, attention to detail, and analysis, including but not limited to calculating earnings and losses and account valuations.- Performs other duties as assigned.Due to the current pandemic situation, candidates will be able to work remote on a temporarily basis. However, on site work in the Fairfax, VA location will be required once COVID safety restrictions are lifted.
Category
Legal
Position Type
Full-Time
Security Clearance
None
Recruiting Location : Location
US-VA-Fairfax
Telework
Yes - May Consider Occasional/Part Time Teleworking for this position

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