Employer Advocate 1

Indiana Public Retirement System•Indianapolis, IN

4d•Remote

About The Position

The Indiana Public Retirement System (INPRS) is seeking an Employer Advocate to join their team. This role requires a broad knowledge of pension benefits and INPRS operations, with the ability to coordinate with internal teams to resolve employer issues. Strong interpersonal skills are essential for building positive working relationships. The position involves a minimum of 10 weeks of onsite training in Indianapolis, after which remote work may be authorized subject to manager approval. Candidates must be Indiana residents living in close proximity to Indianapolis and will not be eligible for work authorization sponsorship.

Requirements

Knowledge of all INPRS pension plans, systems, and relevant federal and state tax laws/policies/procedures.
Ability to answer or resolve complex issues and provide training and assistance via phone, email, and other media channels.
Maintain a professional demeanor in all situations.
Demonstrate patience while determining caller's needs.
Utilize customer service techniques to effectively manage challenging customers.
Take ownership of issues and ensure prompt and effective resolution.
Research and follow-up on complex issues, documenting obstacles and offering solutions.
Engage the appropriate person/department to solve problems for members or employers.
Ability to learn and understand the functions of INPRS' systems, e-mail software, and other personal computer skills.
Strong computer skills in Microsoft Office and Windows.
A positive attitude, passion for providing world-class customer service, and an emphasis on problem-solving.
Exceptional oral and written communication skills for interactions with members and staff.
Excellent problem-solving, research, and analytical skills for interpreting and responding to technical inquiries.
Ability to perform multiple tasks daily.
Strong organizational skills for setting priorities and meeting deadlines.

Nice To Haves

Knowledgeable on technologies including ERM, INPAS, INPRS Web, Looker, etc.
Knowledgeable on relevant Indiana code sections and staying up-to-date regarding changes to the code and any other applicable statutes.

Responsibilities

Work directly with employers to answer questions and resolve issues related to PERF, TRF, and Non-PERF retirement and disability processes, plan provisions, and other administrative matters.
Communicate with employers regarding requests for information, account status, issue resolution, timetables, and wage and contributions.
Develop and maintain employer relationships.
Respond to all INPRS-related inquiries and provide necessary supplemental informational materials.
Interpret and explain the benefit provisions of all retirement plans administered by INPRS.
Track all employer contacts and document accounts for efficient issue resolution.
Partner with management to identify and recommend resolutions for business processes that impact customer service.
Perform other related duties and projects as assigned.