Participant Services Representative I - Health & Welfare

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

The BPAS Participant Services team is responsible for assisting retirement plan and benefit plan participants by providing clear, accurate, and professional support. Representatives respond to participant questions and inquiries related to retirement plans and benefit accounts (including FSA, VEBA, and HSA) via phone and email. This role requires strong customer service skills, attention to detail, and a genuine commitment to helping others.

Key Responsibilities

• Respond to participant questions and inquiries regarding retirement and benefit plans in a polite, professional, and knowledgeable manner via phone and email.
• Develop and maintain a strong understanding of retirement and benefit plan concepts, policies, and industry practices.
• Maintain working knowledge of all applicable laws, regulations, and compliance requirements related to retirement and benefit plans.
• Become proficient in the software applications and systems utilized in the role.
• Study for and successfully complete the ASPPA (American Society of Pension Professionals & Actuaries) Retirement Plan Fundamentals course, as applicable.
• Provide support and assistance to internal departments as needed to ensure effective service delivery.
• Contribute as a collaborative team member, assisting with departmental and organizational initiatives as needed to support company goals.

Success in This Role

• Demonstrates a strong commitment to providing excellent customer service.
• Takes pride in helping others and resolving participant inquiries.
• Communicates clearly and professionally in both written and verbal interactions.
• Maintains a high level of accuracy, professionalism, and confidentiality.

Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.

• Minimum 2 year degree in Business, Accounting or related field preferred
• Customer Service experience required, or a degree in lieu of experience. Related experience working in some capacity with retirement plans or benefits plans (FSA, VEBA, HSA) also a plus
• Well-developed written and oral communication skills; highly organized and show an attention to detail; ability to prioritize work assignments and multitask; display an intermediate level competency with Microsoft Word and Excel, as well as personal computer skills. Bilingual (English/Spanish) is preferred
• All applicants must be 18 years of age or older.

Hours: 40hours week

Schedule Monday - Friday, 8:30 a.m. - 5:00 p.m.

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.