Retirement Aide (Treasury/Ret)

Rhode Island Department of Environmental Management•Warwick, RI

3d•Onsite

About The Position

This position is responsible for assisting the Employees Retirement System Assistant Director in all clerical areas, on special projects as needed, and to do related work as required. The principal responsibility of this position is the accurate and timely response to all member service requests pertaining to the Employees Retirement System of Rhode Island (ERSRI). Member service requests are received from a variety of mediums including but not limited to the telephone, written and online requests. To appropriately answer member questions will require a broad range of customer service skills including; writing, speaking, and technical proficiency. Service inquiries will also include requests to establish or re-establish on-line account passwords and user names among other duties. The ability to navigate around and orient the members to the ERSRI website is essential. This applicant should be comfortable with Microsoft Outlook and learning new software programs (Microsoft CRM, Ariel, DayForce) and should possess strong interest in working with the public and providing member services via phone, in person, or through email and to do all related work as required and directed. The incumbent is expected to professionally, courteously and respectfully treat all contacts with customers of the General Treasurer's Office, including the public, other government agencies, the business community, fellow employees, and any other customers, both in person and when answering incoming calls, emails, letters, and any other form of contact, and to project a customer-friendly attitude committed to providing high-quality customer service.

Requirements

Excellent customer service skills.
Detail oriented.
Excellent time management skills to meet project time constraints.
Thorough working knowledge of Windows programs, specifically, Excel, Access, Word and Outlook.
Prior phone system experience and customer service training.
General knowledge of retirement laws and regulations and their applications.
An Associates Degree from an accredited college or university.
Degree in business administration preferred.
OR a minimum of 5 years experience such as may have been gained through employment in a customer service capacity with formal customer service training.
Also, through employment in an administrative position utilizing technology to assist in complex projects, and to produce reports, statistical data, etc.
Or, any combination of education and experience that shall be substantially equivalent to the above education and experience.
If an applicant is unable to perform any essential job function because of his/her disability but can achieve the required results by means of a REASONABLE ACCOMODATION, then the individual shall not be considered unqualified for the position.
Comfortable with Microsoft Outlook and learning new software programs (Microsoft CRM, Ariel, DayForce).
Strong interest in working with the public and providing member services via phone, in person, or through email.
Professionally, courteously and respectfully treat all contacts with customers of the General Treasurer's Office, including the public, other government agencies, the business community, fellow employees, and any other customers, both in person and when answering incoming calls, emails, letters, and any other form of contact.
Project a customer-friendly attitude committed to providing high-quality customer service.

Responsibilities

Serve as the main call center operator for the Employees' Retirement System and accurately and efficiently route all calls that come into the office to the appropriate employee or supervisor.
Serve as a "customer service agent" by assisting members who call by answering their questions quickly and accurately.
Assist in the scheduling of appointments for all ERS and MERS members (State employees, Public School Teachers, Municipal employees and Public Safety employees).
Take all phone requests from members for any retirement forms, and mail said requested forms. Such forms may include (but are not limited to), Beneficiary Nomination, Change of Information, Direct Deposit Change, Tax Withholding and Membership Applications.
Change phone center recordings.
Update all forms for office and member use.
Answer email inquiries and assist members with establishing or re-establishing web accounts.
Change and re-set member passwords and user names for their web accounts, lock and un-lock accounts and any related account maintenance in Microsoft CRM.
Provide website navigation and orientation to members.
Receive all returned mail, update change of information and send change of information forms.
Maintain inventory of marketing materials and supplies and distribute accordingly.
Sort, date stamp and distribute ERSRI mail on an as needed basis.
Utilize electronic information systems such as the Zoomerang web-based system, disability tracking system and call center reporting.
Provide customer service to members who walk into the office in need of assistance.
Assist with signing in members who arrive for their scheduled appointments.
Bind Board books for use in monthly meetings.
Assist in all aspects of the Disability application process as directed by the Assistant Director of ERSRI. This could include, but not limited to, updating and tracking the status of disability applicants, identifying and properly tracking related paperwork, maintaining and updating the list of physicians, and acquiring reports as requested.
Perform duties as directed to support the operations of the General Treasurer's Office during times of increased departmental workloads, including but not limited to working on a temporary basis (not to exceed 3 months, which may be extended by mutual agreement) in the Crime Victim Compensation Program, General Administration, Business Processing, Employees' Retirement, Unclaimed Property and/or the Investment Division.