Employer Advocate 1

Indiana Public Retirement System•Indianapolis, IN

16d•Onsite

About The Position

Indiana Public Retirement System (INPRS’) is among the largest 100 pension systems in the United States. INPRS serves the needs of approximately 550,000 members and retirees representing approximately 1,300 employers, including public universities, school corporations, public safety, municipalities and state agencies. The Indiana Public Retirement System is a public pension fund who manages approximately over $50 billion in assets, making it one of the largest in the United States. We are located in the heart of the city, in downtown Indianapolis, near the circle & across the street from our monumental state house. This position requires up to 10 weeks of onsite training. Candidates must be residents of Indiana and reside in close proximity to Indianapolis. This position is not eligible for H-1B or any other kind of temporary or permanent sponsorship for work authorization by the Indiana Public Retirement System. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time. Why Join: INPRS’ believes that people are the foundation of our success. It takes people with different backgrounds, ideas, and strengths to be successful. Balance in life is important. We strive to have a flexible and supportive environment while not sacrificing service to our members. We pride ourselves by modeling a collaborative, diverse and inclusive environment for our employees. Our mission. “As fiduciaries, educate stakeholders, collect necessary contributions, and prudently manage member assets to deliver promised defined benefit and defined contribution benefits and services”. Your Impact: This position requires a broad knowledge of pension benefits as well as a general knowledge of every aspect of the Systems’ operations, ability to coordinate with others within the organization both verbally and in writing to resolve employer issues. The position will require strong interpersonal skills to create positive work relationships.

Requirements

Knowledge of all INPRS pension plans, systems; federal and state tax laws/policies/procedures as they pertain to INPRS.
Ability to answer or resolve complex issues and provide training and assistance to others over the phone or via email and all media channels.
Maintaining a professional demeanor in all situations.
Demonstrating patience while determining caller’s needs.
Using customer service techniques to effectively manage challenging customers.
Taking ownership of an issue and seeing to it that the situation is resolved as promptly and effectively as possible.
Research and following-up on complex issues. Documenting various obstacles and offering solutions to complex customer service problems.
Engaging the appropriate person/department to solve a problem for a member or employer.
Ability to learn and understand the functions of INPRS’ systems, e-mail software and other personal computer skills.
Strong computer skills in Microsoft Office, Windows and e-mail
A positive attitude, passion for providing world class customer service, and an emphasis on problem solving.
Exceptional oral and written skills needed for communications over the phone and in writing with members and INPRS staff.
Excellent problem solving, research and analytical skills necessary for interpreting and responding to technical inquiries from various sources.
Ability to perform multiple tasks on a daily basis.
Strong organizational skills needed in setting priorities and effectively meeting deadlines.
Associate’s degree and at least one year of customer service experience; or High School diploma/GED with three years of customer service experience
Experience in financial services, insurance, group benefit or pension industry

Responsibilities

Work directly with our Employers to answer questions and resolve issues, including but not limited to PERF, TRF, and Non-PERF retirement and disability processes, plan provisions and any other day to day items relating to the administration of the INPRS retirement plans.
Communication with Employers which may include; requests for missing/incomplete information, account status, issue resolution, timetables, and wage and contributions.
Knowledgeable on technologies including but not limited to ERM, INPAS, INPRS Web, Looker, etc.
Develop Employer relationships.
Respond to inquiries regarding any and all INPRS-related inquiries and providing the necessary supplemental informational materials that reinforce the interaction with Employers.
Knowledgeable on the relevant Indiana code sections and stay up to date regarding changes to the code and any other applicable statutes.
Interpret and explain the benefit provisions of all retirement plans administered by INPRS.
Track all contacts made with employers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently.
Partner with the Employer Advocate Team management to identify business processes that undermine adequate customer service and make recommendations for their resolution.
Other related duties and projects as assigned.