Member Services Manager

Colorado Public Employees' Retirement Association•Westminster, CO

7d•$95,500 - $110,000•Hybrid

About The Position

The Member Services Manager is responsible for the daily operations of a team in the Member Services Division to ensure high quality service delivery and member satisfaction. This role provides direction, coaching, and performance management to ensure divisional goals, strategic objectives, and service standards are consistently met. The Member Services Manager handles escalated and complex member issues, works collaboratively with cross-functional teams to resolve service concerns, and ensures operational standards align with divisional policy. This position plays a critical role in process improvement, identifying service trends, and implementing best practices to enhance the member experience. This position will be based in the Westminster office with the initial training period in either our Denver or Westminster offices, depending on business need.

Requirements

Bachelor’s degree in business, finance, public administration, or equivalent; combination of relevant education and progressively responsible experience in benefits administration or financial services
Prior management experience leading a successful team strongly preferred
Demonstrated leadership and management capabilities
Experience applying ethical decision-making, discretion, and sound judgment
Effective verbal and written communication, interpersonal, and professional collaboration skills
Problem solving skills and an ability to adapt and deal effectively with ambiguous and/or challenging situations
Ability to prioritize and organize work with minimal supervision, and act with an appropriate sense of urgency
Knowledge of information systems, databases, and personal computer applications
Ability to comprehend and readily communicate complex information
Strong attention to detail and proficiency in mathematical analysis
Ability to travel as necessary for business purposes

Responsibilities

Leads and supervises a team responsible for administering PERA’s retirement, disability, and survivor benefit programs
Collaborates with other managers in the daily operations of the Member Services Division
Ensures that staff have the resources and tools needed to effectively perform their job duties, research issues, and provide timely and accurate information and solutions
Sets and communicates standards and expectations that are specific and measurable for productivity goals and employee development; prepares and conducts performance reviews and corrective action when necessary
Evaluates service quality; meets regularly with staff to provide coaching and feedback
Analyzes service data to drive management decisions and make recommendations for process efficiency
Partners with Human Resources in the interviewing, hiring, and training of team members
Investigates escalated issues from PERA members and benefit recipients; researches, analyzes, and resolves complex issues applying discretion and judgment in areas governed by Federal or State statute, or PERA Rules; works with other internal divisions to seek resolution
Provides oversight for specified area(s) of administration including developing and maintaining policies and procedures
Partners with internal divisions and/or outside vendors in managing operational systems, processes, forms and/or publications
Identifies process improvement opportunities and presents recommendations and business-case justifications for modification or change as needed to add value to the organization and the membership
Communicates with senior management regarding operational issues, concerns, and status of work projects and assignments; seeks and implements feedback
Supports organizational change by implementing strategic direction and communicating vision to staff
Actively seeks out and participates in training and educational opportunities for ongoing professional development
Maintains regular and prompt attendance in the workplace
Carries out other duties as assigned