Member Advocate 1

Indiana Public Retirement System•Indianapolis, IN

1d•Hybrid

About The Position

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 member and employer issues. The position will require strong interpersonal skills to create positive work relationships. The Indiana Public Retirement System (INPRS) is among the largest 100 pension systems in the United States. INPRS serves the needs of approximately 500,000 members and retirees representing approximately 1,900 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 offers some flexibility for remote work. After successfully completing the required 10-week onsite training, employees will follow a rotating schedule that includes working in the office for two weeks every 3-4 months, the rest of the time would be remote. The ideal candidate must be a resident of Indiana as well as live within close proximity from 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. 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”.

Requirements

Knowledge and application of all INPRS pension plans, systems; federal and state tax laws/policies/procedures as they pertain to INPRS.
Comprehension of plans associated with INPRS including but not limited to RMBA, annuities, and store value cards
Ability to answer or resolve complex issues and provide training and assistance to others over the phone, in person, via email and all media channels.
Maintaining a professional demeanor in all situations.
Demonstrating patience while determining member’s needs.
Using customer service techniques to effectively manage challenging customers.
Exhibit empathy in order to build authenticity and positive rapport to develop customer relationships.
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.
Collaborate and communicate effectively with third party vendors.
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 occurring in person, 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.
Flexibility to deal with frequent changes in work assignments and schedules.
Strong organizational skills needed in setting priorities and effectively meeting deadlines.
Understanding and strive to meet or exceed metrics in order to provide a high level of customer service.
Knowledgeable on technologies including but not limited to ERM, INPAS, INPRS Web, Benefits Web, etc.
Knowledgeable on the relevant Indiana code sections and stay up to date regarding changes to the code and any other applicable statutes.

Nice To Haves

Experience in financial services, insurance, group benefit or pension industry

Responsibilities

Work directly with customers 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.
Welcomes and directs INPRS members and guests arriving for information and appointments.
Must be able to interact/communicate professionally with INPRS members and staff.
Communication with customers which may include; requests for missing/incomplete information, account status, issue resolution, timetables, and submission resolution.
Respond to inquiries regarding any and all INPRS-related inquiries and providing the necessary supplemental informational materials that reinforce the interaction with members.
Interpret and explain the benefit provisions of all retirement plans administered by INPRS.
Track all contacts made with customers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently.
Partner with the management to identify business processes that undermine adequate customer service and make recommendations for their resolution.
Active participation in training and learning opportunities to expand your knowledge of the position and organization.
Other related duties and projects as assigned.

Benefits

Competitive compensation
Some remote flexibility (must reside in Indiana and surrounding Indianapolis locations)
Healthcare coverage (medical / dental / vision)
Health savings account with employer contribution
Prescription coverage
Employer funded retirement plan (pension plan)
Deferred compensation plan (employer and/or employee contribution plan)
Flexible spending account
Work/life balance (37.5 hours weekly)
12 paid holidays; 14 during election year
Paid leave (personal, sick, vacation)
Tuition reimbursement
Professional credential reimbursement
Group life insurance
Employer-paid downtown parking