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Serco Customer Service Rep II in Clintwood, Virginia

Position Description

If you love a high energy and professional environment - Serco has a great opportunity for you! The Customer Service Representative will be on a dynamic team, supporting our FRTIB 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 this role, you will be responsible for performing all duties assigned to a CSR I and provide exceptional customer service to participants in the Thrift Savings Plan (TSP). You will also have extensive knowledge of the rules and restrictions set forth by the Federal Retirement Thrift Investment Board (FRTIB) concerning the TSP as well as tax liabilities.

You will work independently, multi-task, and produce an acceptable amount of properly completed phone and written correspondence tasks.

In the Customer Service role, you will:

  • Provides excellent customer service.

  • Assists participants with the completion of various forms.

  • Provides guidance in navigating the Thrift Savings Plan website.

  • Maintains consistent call handling procedures

  • Provide accurate information in an efficient and timely manner.

  • Mentors new CSR I employees.

  • Proficient in handling Required Minimum Distribution calls.

  • Completes assigned Written Correspondence/E-Messaging fill-in duties.

  • Handles escalated calls (Helpline) from Tier 1 agents as assigned.

  • Provides suggestions for improving accuracy and effectiveness.

  • Researches and provides solutions for participant questions.

  • Conducts outbound calls as required.

  • Fulfills other duty requirements established by the Supervisor/Manager.

Office location is in Clintwood, VA. Employees must be located in or around Clintwood, VA.


To be successful in this role, you will have:

  • A High School Diploma

  • Excellent customer service skills

  • Strong work ethic and excellent attendance

  • In-depth knowledge of PSR duties

  • Ability to generate customer satisfaction

  • Ability to work flexible hours as needed to meet business objectives

Additional desired experience and skills:

  • 1 year of service as a CSR1

Office location is in Clintwood, VA. Employees must be located in or around Clintwood, VA.

If you are interested in supporting FRTIB and working with our passionate Serco team - then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

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ID 39124

Recruiting Location : Location US-VA-Clintwood

Category Customer Service

Position Type Full-Time

Security Clearance None

Telework Yes - May Consider Full Time Teleworking for this position

Campaign LPPBGC