Customer Support Retirement Specialist

Position: Customer Support Retirement Specialist 1
Job Title:

Customer Support Retirement Specialist 1

Job Profile Summary

Works with and communicates state pension plan details to customers (including members, retirees, survivors and employers) providing information and services targeted to meet customer expectations. Reviews, analyzes, and processes pre-retirement related transactions using applicable laws, rules, and program regulations to determine benefit eligibility. Prepares documents initiating member maintenance, refund processing, estimate and audit reports and program documentation, and responds to customers, including employees, retirees, beneficiaries, and employers.

Job Responsibilities & Performance Standards

* Responds to requests from customers, including members, retirees, beneficiaries, and employers regarding requirements, returned/denied benefits, program eligibility and/or interpretation of federal and state laws

* Receives and responds to customer phone calls, emails, letters, and faxes

* Directs inquiries to other individuals, departments, and agencies as appropriate

* Assists customers with regulations, policies, and procedures

* Provides accurate pension plan information and answers to inquiries and requests, and makes recommendations for potential improvements to communications

* Uses call center software to document calls made and received

* Reviews PARIS and call center account data and customer profiles to assist with customer inquiries

* Updates PARIS with member/retiree information received via phone, email, letter, and fax

* Performs work relating to the examination and processing of pre-retirement functions

* Assembles data and completes audits, benefit estimates, and refund requests within established guidelines

* Prepares documents initiating refund and member maintenance processing

* Provides assistance with the resolution of secure online account disputes

* Tracks/monitors agency voicemails and contact e-mail communication processing related activity

* Gathers and compiles data and prepares audit reports

* Records pre-retirement transactions within PARIS

* Performs job responsibilities with minimal supervision

Technical Competencies Required for Job

Pension Software

§ Ability to navigate the more complex screens and performs data entry in PARIS (or similar pension software)

§ Ability to locate and communicate to others the more complex information from within PARIS (or similar pension software)

Call Center Software

§ Ability to use telephone software for efficient handling of customer calls

§ Ability to proficiently use call center tracking system to document calls

§ Ability to train Customer Care Specialists on the telephone and call tracking software

MS Office

§ Has a basic understanding of MS Office

§ Ability to navigate, enter data, and perform manipulation data in MS Office

Regulations, Laws, and Plan Provisions

§ Has a basic understanding of the regulations and laws that govern the pension plans

§ Ability to comprehend and communicate to others the details of the pension plan handbooks

§ Ability to apply the details of the pension plan handbooks to the more complicated member and retiree accounts

Customer Service

§ Ability to understand customer needs by actively listening and asking probing questions

§ Ability to analyze problems and resolve issues to meet customer needs while maintaining a positive attitude and good rapport

§ Ability to project confidence and professionalism by using a positive tone of voice, appropriate words, and correct grammar

§ Ability to remain patient, empathetic, calm, and composed while handling unexpected and/or difficult situations

§ Ability to determine when a call transfer to a Pension Analyst or more experienced Customer Care Specialist is necessary to provide more detailed account specifics

§ Ability to use multiple systems and sources simultaneously to provide accurate and relevant information to customers

Benefits Administration Processes

§ Ability to complete core transactions

Statewide Core Behavioral Competencies Required for Job

Basic Level Competencies

Basic understanding or knowledge needed for the job;
Basic understanding and knowledge sufficient enough to handle routine tasks;
Requires guidance or…