Retirement Analyst (Hybrid)

Municipal Employees' Retirement System of Michigan • Lansing, MI

4d • Hybrid

About The Position

This position is hybrid and currently requires 40% of time in office and may work 60% remotely. Participant Transaction Processing & Plan Administration Review, process, and execute customer requests related to standard and complex transactions, including nonstandard retirement, death, and disability benefits. Process a variety of participant transactions, including but not limited to employment changes, demographic updates, beneficiary updates, service credit purchase, refunding of service, and estimate calculations. Review, resolve, and/or reconcile incorrect participant data, ensuring accuracy and adherence to the plan document. Research and resolve complex plan provision questions and requests transferred by the service center analyst. Cross-Functional Operations & Customer Engagement Provide customer support through phone, email, and in-person counseling sessions. Assist with onboarding new business groups and support external vendor communications for issue resolution. Perform UAT testing, document user stories for bugs and enhancements, and collaborate with Business Process Owners and Business Analysts to translate business needs into technical requirements. Lead operational projects and serve as a Subject Matter Expert during project planning and execution. Create process maps for workflow tasks and cyclical operational activities. New employees will be placed into the role as a Retirement Analyst In-Training and will be eligible for a progression model based on knowledge, skills, abilities, and time in role.

Requirements

• Education: Bachelor’s degree or an equivalent combination of education and/or experience.
• Experience: Experience working in a customer service environment with demonstrated superior customer service aptitude.
• Knowledge of: MERS products and/or financial retirement products.
• Skills in: Strong problem-solving, critical thinking, and attention to detail.
• Active listening and a positive attitude, including a professional phone presence.
• Microsoft Office products, with intermediate knowledge of Microsoft Excel.
• Ability to: Apply strong analytical and problem-solving skills in retirement benefits administration to verify accuracy of work and recognize possible errors or defects in systems and processes.
• Communicate effectively, both written and orally, to lead change.
• Navigate multiple systems, apply critical thinking to work, and utilize processes in support of cross-functional training.
• Be punctual and deadline conscious.
• Work independently and collaboratively in a team environment.
• Adapt to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
• Be professional, courteous, and efficient with the public.
• Learn and retain large amounts of information, utilize tools and resources, and provide accurate information to membership.
• Perform comfortably in a fast-paced, deadline-oriented work environment with a high level of accuracy leading to superior customer service.
• Identify and troubleshoot critical issues, write user stories to justify proposed solutions, and implement effectively.
• Maintain confidentiality of system information, documentation, and any sensitive information.

Responsibilities

• Review, process, and execute customer requests related to standard and complex transactions, including nonstandard retirement, death, and disability benefits.
• Process a variety of participant transactions, including but not limited to employment changes, demographic updates, beneficiary updates, service credit purchase, refunding of service, and estimate calculations.
• Review, resolve, and/or reconcile incorrect participant data, ensuring accuracy and adherence to the plan document.
• Research and resolve complex plan provision questions and requests transferred by the service center analyst.
• Provide customer support through phone, email, and in-person counseling sessions.
• Assist with onboarding new business groups and support external vendor communications for issue resolution.
• Perform UAT testing, document user stories for bugs and enhancements, and collaborate with Business Process Owners and Business Analysts to translate business needs into technical requirements.
• Lead operational projects and serve as a Subject Matter Expert during project planning and execution.
• Create process maps for workflow tasks and cyclical operational activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level