Program Coordinator III
About The Position
The Program Coordinator III assists active and retired state and local government employees, beneficiaries, employers, and agencies with retirement and benefit inquiries. The position counsels and educates customers about benefit programs administered by the Retirement Systems Division and explains statutes and legislative interpretations. The Counseling Center handles phone and email inquiries ranging from simple to highly complex, with counselors serving as retirement subject matter experts who research difficult situations and follow up while maintaining a focus on customer service. The role interprets and applies laws, codes, Attorney General opinions, and procedural guides across numerous state retirement and benefit plans. It assesses individual member circumstances against current statutes and regulations and communicates decisions to relevant parties. The position also provides technical assistance to agencies and human resources professionals, researches complex benefit provisions and cumulative statutory or regulatory changes, and completes required training and ongoing assessments. This position currently qualifies for a hybrid telework option with routine office and remote workdays. Telework arrangements may change at management’s discretion. The position is subject to FLSA overtime. The anticipated hiring rate is up to $56,865, and the listed salary range is $47,703 to $83,479.
Requirements
- 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.
- 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.
- Must pass and complete the mandatory eight-week new-hire training class and required customer service training and ongoing assessments.
Nice To Haves
- Two years of experience interpreting and effectively communicating employee benefits.
- Two years of experience working in a call center environment.
Responsibilities
- Counsel and educate members, beneficiaries, employers, and agencies about retirement and benefit programs and respond to inquiries by phone and email.
- Explain and apply interpretations of laws, codes, Attorney General opinions, and procedural guides related to the retirement and benefit plans administered by the Retirement Systems Division.
- Assess individual member situations using current statutory and regulatory requirements and communicate appropriate decisions to involved parties.
- Provide technical assistance to agencies and human resources professionals concerning retirement systems, procedures, and reporting requirements.
- Supply information to administrative and personnel officials of agencies covered by the various plans.
- Research complicated benefit provisions and statutory or regulatory changes that may affect eligibility or decisions based on when an event occurred.
- Complete mandatory new-hire training, refresher training, knowledge assessments, customer service phone-interaction training, and ongoing quality assessments.
- Perform additional job functions as assigned.
Benefits
- Health insurance options
- Standard and supplemental retirement plans
- NC Flex benefits program with pre-tax benefit options
- Paid vacation leave
- Paid sick leave
- Paid community service leave
- Paid parental leave for eligible employees
- Eligibility for the Public Service Loan Forgiveness Program
- Access to a 24-hour, seven-day-a-week free gym on campus
- Free employee parking
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
