Member Advocate Supervisor

Indiana Public Retirement System•Indianapolis, IN

13d•Hybrid

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 500,000 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 $54 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 will require Indiana state residency. 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”. Supervises and coordinates activities for Member Advocates that provide benefit related support to members and assists management in providing a strategic vision to Member Advocates. Responsible for the monitoring and measurement of customer experience.

Requirements

Strong leadership and communication skills to assist the trainers and management team with setting direction for the organization and department.
Demonstrate ability to coach Member Advocates; demonstrate ability to work with Group Manager and Trainers collaboratively.
Advanced computer skills required to compile data and be able to formulate data into a format to present to other areas of the INPRS.
Ability to manage and use contact center tools such as telephony systems, work queue intraday screens, and retrieve recorded contacts for review and scoring, etc.
Strong customer service focus and interpersonal skills.
Strong verbal and written communication skills.
Strong working knowledge of benefit operations.
Bachelor’s degree in Business Administration or a related field, or equivalent professional experience
3+ years of experience leading others; experience in a call center environment preferred

Responsibilities

Supervises the daily operations of Member Advocate activities performing customer-oriented communications activities and various background operations duties. Activities to include responding to all media types of communications, outbound communications, tracking of contacts, maintaining procedures, and other various activities.
Evaluate and record the quality and performance of the Member Advocate’s inbound and outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.
Collect data to support changes to existing policies and procedures as needed and provide this information to the trainers for policy/procedure update as well as training development plans.
Provide coaching, advice and guidance based on findings, and deliver ongoing performance feedback to Member Advocates.
Participate in quality improvement teams to analyze customer experience and customer service survey data and develop action plans to maximize performance and drive improvements.
Reports to senior management on team accomplishments, achievements, and productivity measures.
Delegates and supervises tasks and responsibilities to team as appropriate including reports, projects and interactions with other departments as needed.
Assists and advises Member Advocates in resolving complicated customer inquiries, issues and complaints that arise with customers.
Responsible for understanding and explaining complex plan provisions to staff and customers.
Creates a motivating environment by supporting and encouraging development, identifying areas of improvement, and encouraging growth of Member Advocate Team.
Monitors case management and timely closure for customer inquiries to ensure quality customer service.
Provides continuous feedback, coaching and status reporting to Member Advocates and management team to maintain quality and enhance performance.
Understands federal, state, and tax regulations and statutes associated with offered plans to ensure team has knowledge to adhere to customer inquiries.
A positive attitude, passion for providing world class customer service, and an emphasis on problem solving to ensure positive customer service.
Participate in organization and departmental projects serving as the subject matter expert.
Ability to learn and understand the functions of INPRS’ information system, e-mail software and other personal computer skills. Strong computer skills in Microsoft Office, Windows, and e-mail.
Exceptional oral and written skills needed for communications over the phone and in writing with members, and INPRS staff. Ability to assist with the development of various training documents which will enhance service to members and employees.
Communicate with third party vendors to provide guidance, resolve issues, and ensure they are meeting our member experience and satisfaction standards.