Member Service Representative I & II

Commonwealth of Massachusetts•Boston, MA

3d•Hybrid

About The Position

The Massachusetts State Retirement MSRB (MSRB) is a diverse and multi-generational division within the Office of the State Treasurer. The MSRB administers a defined benefit retirement plan for eligible employees of the Commonwealth and certain independent entities and supports more than 86,000 active and 68,000 retirees. Through the MSRB Call Center, a Member Services Representative II serves as initial contact and liaison with members of the State Employees’ Retirement System (“MSERS”), the general public, and outside agencies for purposes of providing initial customer service, plan information, and benefit support. Through exposure to plan rules and benefits a Member Service Representative may develop expertise and skill to assume more advanced functions.

Requirements

Ability to develop working knowledge of complex retirement plan rules, regulations and state retirement benefits
Excellent communication, interpersonal and organizational skills are required.
Experience with providing high-level of customer service while working with high volume of inquiries on a consistent basis
Ability to successfully manage multiple tasks and problem solve
Current working knowledge of Microsoft Word, Excel, Windows required
Develop skills to obtain working knowledge of current Retirement MSRB Computer System (“MARIS”)
Familiarity or prior experience working with electronic document management systems
Basic Knowledge of multiple telephony systems, and virtual meeting software

Responsibilities

Fully address, or properly direct all telephone, electronic, mailed, or in-person inquiries from MSERS members and related individuals to proper personnel
Competently function as part of MSRB Call Center
Properly greet members, in-person as necessary, from within enclosed Call Center, and assist those visiting MSRB offices for counseling services
Maintain working knowledge of each department within MSRB
Develop ability to understand and explain to members the procedures of each department related to applicable transactions
Provide support and assistance to the various departments within the MSRB
When appropriate, direct members to related agencies for assistance such as the Massachusetts Group Insurance Commission, the Public Employee Retirement Administration Commission, the United States Social Security Administration, and local public retirement systems
Develop skills for working knowledge of and utilize current MSRB member and benefit computer software application (“MARIS”)
Develop skills for working knowledge of and utilize current MSRB member self-service application (“MSRBeacon”)
Develop proficiency with OnBase ECM (document scanning) System and demonstrate ability to integrate with daily responsibilities
Provide accurate responses to all incoming mailed, telephoned, and e-mailed inquiries as appropriate
Adhere to and enforce Treasury and MSRB policies
Participate and assist in special projects and training as needed
Adhere to and support MSRB policies
Ability to work in both an office and remote settings
Correspond and distribute to MSERS members various types of information including, letters for account balances and pension verifications.
Maintain a high level of customer service at all times.
Research member requests and provide responses as necessary
Availability to occasionally work extended hours
Travel as required.