Member Education Team Leader

Imrf • Oak Brook, IL

312d • $91,992 - $97,511

About The Position

The Member Education Team Leader is responsible for supervising staff in the Member Education Unit, which acts as liaisons between IMRF and its Members and Retirees. This team consists of 6 Counselors and 2 Receptionists who provide education on retirement benefits, planning, disability benefits, and other IMRF services through counseling, presentations, workshops/webinars, and benefit fairs. The role also involves monitoring customer service delivery standards and assessing needs for improvements in the member education program.

Requirements

• Bachelor's degree (BA or BS) from a four-year college or university AND two years of related experience, OR an Associate's degree or 60 college credits AND four years of customer service or supervisory experience.
• Direct contact with customers and clients via telephone and/or face-to-face.
• Experience with group presentations.
• Administration of pension plan benefits.

Nice To Haves

• Excellent leadership skills.
• Excellent public speaking skills.
• Strong Microsoft Office skills including Outlook, Word, Excel, and PowerPoint.
• Experience preparing presentation slides using PowerPoint or other presentation programs.

Responsibilities

• Supervises, trains, and communicates with staff to educate Members effectively and courteously.
• Oversees and arranges necessary training for new and ongoing staff.
• Collaborates with staff and the Member Services Manager to develop and revise department operating procedures.
• Plans, directs, and evaluates all aspects of Member Education programs.
• Arranges education and coordination for IMRF member meetings.
• Fosters a positive culture in support of the organization's Mission, Vision, and Values.
• Prepares reports and correspondence for the operation of the Member Education unit.
• Determines and recommends staff needs to the Member Services Manager.
• Directs and evaluates staff to ensure compliance with standards and policies.
• Assists department manager with performance-related metrics.
• Participates in meetings that influence member contact methods.
• Supports achievement of the organization's strategic objectives.
• Communicates effectively with management regarding service area efficiency.
• Coordinates information dissemination to MSU personnel.
• Provides backup assistance for secure email messages during significant times.
• Acts as a liaison between Member Services and other retirement fund departments.
• Establishes and evaluates standards of service.
• Participates in IMRF presentations and functions as requested.
• Provides high-quality customer service to members.
• Researches and resolves customer problems.
• Maintains current knowledge of IMRF legislation and policies.
• Handles special projects and other related duties as assigned.

Benefits

• The expected annual salary range for this role is $91,992 - $97,511.

What This Job Offers

• Job Type: Full-time
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree