Member Education Counselor

ILLINOIS MUNICIPAL RETIREMENT FUND • Elmhurst, IL

1d • $86,516 - $95,168 • Hybrid

About The Position

Member Education Counselors provide customer service and benefits guidance to IMRF members, annuitants, and beneficiaries through phone, web-based, and in-person counseling. They explain member benefits under Articles 7 and 20 of the Illinois Pension Code, answer complex questions, help with IMRF processes and self-service portals, resolve problems, and maintain professional, courteous, and timely service. The role also provides backup reception coverage and responds to members through secure email.

The position supports the development of educational materials and department procedures, conducts meetings, webinars, and workshops, and collaborates with the Member Education Supervisor, other IMRF departments, University of Illinois Extension, and vendors. It is primarily scheduled to work in the Oak Brook and Springfield offices, with travel to employer sites and other venues throughout Illinois. Remote work equipment is provided, and employees may work one remote day per week. Evening and weekend work, travel, and occasional overnight stays may be required.

The normal workday is seven hours within IMRF flextime hours, with one hour for lunch. The position is part of a 35-hour base work week, Monday through Friday. The expected annual salary range is $86,516–$95,167.60. The employee is responsible for the safety and security of IMRF data and property.

Requirements

• Bachelor’s degree (BA or BS) from a four-year college or university and two years of related experience; alternatively, an associate degree or 60 college credits and four years of customer service experience.
• Direct customer or client contact by telephone and/or face-to-face.
• Experience with group presentations.
• Experience administering pension plan benefits.
• Excellent organization, independent work, problem-solving, detail-orientation, self-motivation, interpersonal, and time-management skills.
• Ability to learn new technologies, with flexibility and adaptability.
• Excellent public speaking skills.
• Strong Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.
• Ability to read, analyze, and interpret complex documents and respond effectively to sensitive inquiries or complaints.
• Ability to write speeches and articles using original or innovative techniques or style, and to deliver effective, persuasive presentations on complex or controversial topics to management, executives, public groups, and/or the Board of Trustees.
• Ability to work with mathematical concepts such as probability and statistical inference, and apply fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, draw valid conclusions, interpret legal information and documents, and follow technical instructions involving mathematical or diagrammatic information.
• Valid driver’s license.
• Availability for evening and weekend work and willingness to travel to employer sites throughout the state; occasional overnight stays may be required.
• Ability to meet the physical demands of the role, including frequent lifting or moving of up to 25 pounds and driving for long periods while remaining alert.

Nice To Haves

• A business-related major is preferred.
• Excellent public speaking skills.
• Strong Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.

Responsibilities

• Conduct phone, web-based, and in-person individual and group meetings, webinars, and workshops to explain member benefits under Articles 7 and 20 of the Illinois Pension Code.
• Assist members with IMRF processes, procedures, policy inquiries, and member self-service portals.
• Provide individual counseling to members and respond to member-related employer meeting requests concerning documents, procedures, and policies.
• Contribute to the development of department procedures, educational materials, webinars, and workshops.
• Provide department leadership with feedback regarding member concerns.
• Work with University of Illinois Extension and other vendors on summer and fall retiree webinar series covering lifestyle and financial topics.
• Enter calls, emails, counseling sessions, meetings, and other transaction information into the line-of-business database.
• Forward business expense reports, credit card vouchers, and meeting sign-in sheets to the Member Education Supervisor weekly.
• Attend and participate in virtual or in-person staff meetings as required by the Member Education Supervisor.
• Collaborate with the Member Education Supervisor to schedule webinars, workshops, and stakeholder-related meetings, including IEA meetings.
• Communicate difficulties and problems to supervisors and managers, and convey pending problems to appropriate IMRF staff.
• Maintain work progress that meets service goals established by the Member Customer Services Manager.
• Liaise between Member Education Services and processing departments, sharing best practices and facilitating interdepartmental knowledge sharing.
• Support a positive, team-centered culture, individual accountability, and IMRF’s Journey of Excellence, Mission, Vision, and Strategic Objectives.
• Provide backup reception coverage and respond to members through secure email messages.
• Travel to employer sites and other venues throughout Illinois as requested or assigned, and safeguard IMRF data and property.

Benefits

• IMRF pension, death, and disability benefits.
• Medical and dental insurance.
• 35-hour base work week, Monday through Friday.
• Ability to work one remote day per week.
• Paid vacation and paid sick leave.
• 12–13 paid holidays and two personal days.
• Tuition reimbursement.
• Business casual attire.
• Overtime compensation for qualifying work beyond normal working days or on weekends.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level