Customer Service Specialist - Savings Plans

Job Description

Performs a variety of advanced technical and administrative duties related to the daily operations of the Utah Retirement Systems Defined Contribution Savings Plans. This role requires a strong working knowledge of tax-advantaged retirement vehicles including 401(k) and Roth 401(k) plans, 457(b) and Roth 457(b) plans, and traditional and Roth IRAs. The position ensures accurate plan administration, provides expert guidance to members, and supports the integrity of plan operations across all URS Savings Plans.

Essential Job Functions And Duties

• Answers in-bound phone calls and provides education and guidance to members regarding tax-advantaged investing strategies within the URS 401(k), Roth 401(k), 457(b), Roth 457(b), traditional IRA, and Roth IRA programs.
• Meets with, counsels, and educates plan participants regarding plan provisions, contribution options, tax treatment, distribution rules, and potential IRS or state-tax ramifications associated with each type of retirement account.
• Processes participant applications including regular and hardship withdrawals, plan loans and loan defaults, Required Minimum Distributions (RMD), W-4R withholding elections, IRA conversions and recharacterizations ensuring all actions comply with plan rules and IRS regulations specific to each account type.
• Acts as department cashier by accepting payments and maintaining accurate and compliant reconciliation records.
• Investigates and resolves member issues received by phone, mail, email, or other channels, applying strong knowledge of savings-plan regulations and procedures. Escalates matters to management appropriately when needed.
• Completes individual projects that may include updating educational materials, researching retirement-related topics, or maintaining specific plan processes, with emphasis on accuracy in describing 401(k), 457(b), and IRA rules.
• Provides coverage for other Customer Service Specialists when necessary.
• Maintains regular and reliable attendance.
• Maintains strict confidentiality.
• Performs other duties as required.

Education and Experience

Associate degree and two (2) years of related experience; or an equivalent combination of education and experience.

Preferred qualifications include call-center experience, industry certifications such as Certified Financial Planner (CFP), Certified Employee Benefit Specialist (CEBS), or Chartered Financial Consultant (ChFC), and experience working with employer-sponsored retirement plans and/or IRA administration.

Knowledge, Skills, and Abilities

This list contains knowledge, skills, and abilities that are typically associated with the job. It is not all-inclusive and may vary from position to position:

Required technical skills include:

• Use of Microsoft Office programs at an intermediate level.
• Ability to operate multi-line telephones and general office equipment.

Required mathematical skills include:

• Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, fractions, and decimals.
• Basic bookkeeping, accounting, and statistical procedures.

Must possess excellent communication skills:

• Effective document writing and editing skills.
• Strong verbal and written communication abilities.
• Excellent public relations and interpersonal skills.

Must possess working knowledge of:

• 401(k), Roth 401(k), 457(b), Roth 457(b), traditional IRA, and Roth IRA rules, including contribution limits, withdrawal rules, tax treatment, rollovers, transfers, and RMD requirements.

Must have the ability to:

• Establish and maintain effective working relationships with co-workers, members, and the public.
• Analyze retirement-related issues and make informed recommendations.
• Understand the principles, purpose, and structure of defined…