Member Service Representative

Position Vacancy Announcement

Position:
Serve in a Member Service Representative role in one of the following SURS departments:
Call Center, Counseling, Death & Disability, Employer Services, Insurance, Pay Benefits, PREP, Retirement, Retirement Savings Plan. (See department descriptions below)

SURS' Member Service roles rely heavily on strong customer service, communications, critical thinking, and mathematical skills. Certain departments are more customer service-focused while others focus more on claims processing and analysis. Openings are available in multiple departments. Must be a current Illinois resident to apply.

Position:
Member Service Representative

Position Type:
Full-time | Based in Champaign, IL

Civil Service Classification:
Member Service Representative I

Departments

Call Center

* Provide exceptional customer service to SURS members, employers, and outside entities regarding SURS benefits.

* Serve as a process liaison between the Call Center and other departments.

* Bring a desire to continuously learn and assist others.

Counselors

* Counsel members on all SURS benefits with a focus on retirement.

* Calculate and explain estimated benefits, as well as the costs of service purchases.

* Conduct educational presentations and seminars for large groups of members.

* Bring a desire to regularly interact with and help others.

Death, Disability & Disability Retirement

* Process, calculate and approve the following claim types:

* Death

* Survivor

* Disability

* Disability Retirement Annuity (DRA)

* Interact regularly with SURS employer representatives to facilitate efficient processing.

* Bring a keen awareness to the importance of assisting membership during difficult life changes.

Employer Services

* Act as a liaison between SURS staff, members, and employers.

* Communicate daily with representatives from SURS' 61 campuses.

* Assist in receipt and processing of employer transactions.

* Troubleshoot employer processing issues.

* Provide individual and group education to SURS employers on SURS' benefits and processes.

Insurance

* Act as a liaison between the Department of Central Management Services (CMS) and SURS members.

* Maintain check-writing files as it relates to insurance premiums.

* Investigate and resolve premium discrepancies.

Pay Benefits

* Process benefit payments including completion of pay benefits records and payment for the following:

* Separation refunds

* Finalized retirements and preliminary estimated payments

* Disability claims

* Death and Survivor benefits

* Beneficiary annuities

* Reversionary annuities

* Survivor refunds

* Excess service waivers

* Disability retirements

* Update and maintain member demographics and bank files.

* Approve daily ACH transfers and maintain check-writing files.

PREP (Purchases, Refunds, Edits, Preliminary Estimated Payments)

* Calculate and approve refunds, service credit purchases, and preliminary estimated payments.

* Prepare cost estimates of service credit purchases.

* Interact regularly with SURS employer representatives to facilitate efficient processing.

Retirement

* Process, calculate and approve retirement claims.

* Calculate and approve employer bills.

* Interact regularly with SURS employer representatives to facilitate efficient processing.

Retirement Savings Plan (RSP)

* Participate in the daily administration of SURS defined contribution plans.

* Process daily transactional and error reports.

* Process death claims, non-retirement eligible distributions and retirement eligible distributions.

* Serve as a liaison and resource for SURS staff, RSP services providers, and SURS employers.

* Conduct customer service-related activities with SURS members.

Required Qualifications

* High school diploma or equivalent.

* Any one or combination totaling three (3) years (36 months) from the categories below:

* College coursework in Business Administration, Communications, Public Relations, or a closely related field as measured by the following conversion table or its proportional equivalent:

* 30 semester hours equals one (1) year (12 months)

* Associate's degree (60 semester hours) equals eighteen months (18 months)

* 90 semester hours equals two (2) years (24 months)

* Bachelor's degree (120…