Member Advocate 1

Indiana Public Retirement System•Indianapolis, IN

2d•$40,889 - $46,000•Hybrid

About The Position

The Member Advocate 1 works directly with members, employers, and guests to answer questions and resolve issues related to INPRS retirement plans and services. The role requires broad knowledge of pension benefits and general familiarity with INPRS operations, systems, and applicable Indiana statutes. The advocate explains benefit provisions, researches complex matters, documents customer contacts, and coordinates with colleagues and third parties to resolve issues. The position also welcomes and directs visitors and contributes feedback on processes that affect customer service. The role is based in Indiana and offers some remote flexibility for employees who live within close proximity to Indianapolis. Employees complete 10 weeks of onsite training, then follow a rotating schedule that includes two weeks in the office every three to four months, with the remaining time remote. The position is not eligible for work-authorization sponsorship.

Requirements

Associate’s degree and at least one year of customer service experience, or a high school diploma/GED and three years of customer service experience.
Knowledge and application of INPRS pension plans and systems, and federal and state tax laws, policies, and procedures as they pertain to INPRS.
Understanding of INPRS plans and offerings, including RMBA, annuities, and stored-value cards.
Ability to resolve complex issues and provide assistance or training by phone, in person, email, and other media channels.
Professional demeanor, patience, empathy, and effective customer-service skills when handling challenging interactions.
Ability to take ownership of issues and see them through to timely and effective resolution.
Ability to learn and use INPRS systems, email software, and other personal-computer tools.
Strong computer skills, including Microsoft Office, Windows, and email.
Exceptional oral and written communication skills for interactions with members and staff.
Strong problem-solving, research, and analytical skills for interpreting and responding to technical inquiries.
Flexibility to adapt to frequent changes in work assignments and schedules.
Strong organizational skills, including prioritizing work and meeting deadlines.
Ability to understand and strive to meet or exceed customer-service metrics.
Must reside in Indiana and live within close proximity to Indianapolis.
Must be able to work without current or future work-authorization sponsorship from INPRS.

Nice To Haves

Experience in financial services, insurance, group benefits, or the pension industry.

Responsibilities

Answer member and employer questions and resolve issues related to PERF, TRF, non-PERF retirement and disability processes, plan provisions, and other INPRS plan administration matters.
Welcome and direct INPRS members and guests arriving for information and appointments.
Communicate professionally with members and staff, including providing updates about missing or incomplete information, account status, issue resolution, timetables, and submissions.
Respond to INPRS-related inquiries and provide supplemental information materials to members.
Interpret and explain benefit provisions for all retirement plans administered by INPRS.
Stay current on relevant Indiana code sections and other applicable statutes.
Track customer contacts and document accounts to support efficient follow-up and resolution.
Research and follow up on complex issues, document obstacles, and offer solutions to customer-service problems.
Engage the appropriate person or department to resolve member or employer issues and collaborate with third-party vendors.
Identify business processes that undermine adequate customer service and recommend improvements in partnership with management.
Participate in training and learning opportunities to expand knowledge of the role and organization.
Perform other related duties and projects as assigned.