Program Coordinator III

State of North Carolina•Wake County, NC

2d•Hybrid

About The Position

The Program Coordinator III administers complex retirement and supplemental benefits programs for the North Carolina Department of State Treasurer’s Retirement Division. The role applies specialized knowledge of program processes and procedures, serves as an expert or lead, and performs high-level administrative work involving analysis and resolution of technical issues, application of laws and regulations, and public contact. Work is performed under general supervision and may involve staff supervision. The position explains and applies laws, codes, Attorney General opinions, and procedural guidance across numerous state and local retirement, insurance, disability, and supplemental retirement plans. It assesses individual member situations, applies current statutes and regulations, and communicates decisions to members and other involved parties. The programs cover more than 900,000 active, inactive, and retired members and more than 1,500 employers. The role also provides technical assistance to agencies and human resources professionals on procedures, reporting requirements, and plan information, and researches complex benefit provisions affected by cumulative statutory and regulatory changes. Employees must complete an eight-week new-hire training class, ongoing quarterly refresher training and assessments, assigned training, a three-day customer service phone-interaction skills course, and ongoing weekly quality assessments based on randomly selected call recordings. The position currently qualifies for a hybrid telework arrangement with routine office and remote workdays; this arrangement may change at management’s discretion. The position is subject to FLSA overtime and may be assigned additional job functions as needed.

Requirements

Knowledge of retirement, insurance benefits, financial planning, and customer service principles, practices, and processes.
Ability to troubleshoot and resolve login errors and diagnose system issues to implement effective solutions.
Skill in using Microsoft Office applications, including Outlook, Word, and PowerPoint.
Bachelor’s degree from an appropriately accredited institution and two years of experience related to the area of assignment, or an equivalent combination of training and experience.
Successful completion of the mandatory eight-week new-hire training, ongoing training and assessments, three-day customer service phone-interaction skills training, and weekly quality assessments.
Successful completion of the required criminal history background check.

Nice To Haves

Two years of experience interpreting and communicating employee benefits effectively.
Two years of experience working in a call center environment.

Responsibilities

Explain and apply laws, codes, Attorney General opinions, and procedural guidance related to the listed retirement, insurance, disability, and supplemental benefit plans.
Assess individual member situations using current statutes and regulations and communicate appropriate decisions to involved parties.
Provide technical assistance to agencies and human resources professionals regarding retirement systems, procedural matters, reporting requirements, and plan information.
Research complex benefit provisions and account for the effects of statutory and regulatory changes over time.
Complete required new-hire and ongoing training, quarterly knowledge assessments, customer service phone-interaction training, and weekly call-quality assessments.