Reinstatement Support Analyst – Service Purchases

Commonwealth of Massachusetts•Boston, MA

2d•Hybrid

About The Position

The Reinstatement Support Analyst provides initial intake and processing of various service purchase transactions in support of the Service Purchase Unit and assists with department projects as needed. The role provides prompt counseling by phone, virtually, and in person to answer member inquiries and develops technical knowledge of service purchase requests, eligibility criteria, and related retirement plan rules. The analyst researches requests to establish creditable service, reinstate previously refunded time, and address out-of-state teaching, military service, and service with other cities and towns. The position also develops skills in calculating creditable service and explaining its relationship to retirement benefits; communicates with other retirement boards about participant salaries, refund breakdowns, service, and liabilities; and supports processing through the OnBase ECM system. The analyst works with a high-volume caseload, develops expertise in MARIS, OnBase, and MSRBeyond, supports special projects, and assists other Retirement Board departments as needed. The role requires adherence to Treasury and Board human resource and operational policies and travel as required. There is no supervisory responsibility. New hires complete an in-office orientation period involving virtual, in-person, and on-the-job training. A gradual transition to hybrid work follows during the first 3–8 weeks of employment. The hybrid schedule includes two office days each week, one of which must be Monday or Friday, plus one mandatory in-person department meeting day per month.

Requirements

Degree or higher, or comparable work experience.
Excellent written and spoken communication, interpersonal, and organizational skills.
Ability to provide a high level of member service and responsiveness while working against deadlines.
Ability to understand, interpret, and apply service purchase rules and regulations.
Ability to maintain complex records and prepare periodic reports from those records.
Ability to establish and maintain an effective and professional working environment.
Knowledge of the retirement industry and related benefits.
Current proficiency in Microsoft Word, Excel, Windows, Teams, and SharePoint.
Familiarity with electronic content management systems.
Ability to lift up to 10 pounds and sit for extended periods.

Responsibilities

Provide prompt phone, virtual, and in-person counseling to answer member inquiries.
Research requests to establish creditable service, reinstate previously refunded time, and address out-of-state teaching, military service, and service with other cities and towns.
Understand and calculate creditable service and explain its relationship to retirement benefits.
Communicate with other retirement boards about participant salaries, refund breakdowns, service, and liabilities related to members seeking to establish creditable service with the MSRB.
Process member purchases of creditable service and other system transactions using the OnBase ECM system.
Handle a high-volume caseload.
Develop expertise and facilitate staff knowledge of MARIS, OnBase, and MSRBeyond.
Assist with assigned special projects and support other Retirement Board departments as necessary.
Explain applicable provisions of M.G.L. c. 32 to members regarding the service purchase process.
Travel as required and adhere to Treasury and Board human resource and operational policies.