Retirement Analyst (Hybrid)

MERS of Michigan • Delta Charter Township, MI

1d • Hybrid

About The Position

This position is hybrid and currently requires 40% of time in office and may work 60% remotely. The Retirement Analyst is responsible for processing participant transactions and plan administration, including reviewing and executing customer requests related to standard and complex transactions such as nonstandard retirement, death, and disability benefits. This role involves processing various participant transactions like employment changes, demographic updates, beneficiary updates, service credit purchases, refunding of service, and estimate calculations. Additionally, the analyst will review, resolve, and reconcile incorrect participant data to ensure accuracy and adherence to the plan document, and research/resolve complex plan provision questions escalated from the service center. The role also includes cross-functional operations and customer engagement, providing support via phone, email, and in-person counseling. Responsibilities extend to assisting with onboarding new business groups, supporting external vendor communications, performing UAT testing, documenting user stories, and collaborating with Business Process Owners and Business Analysts. The analyst will also lead operational projects, act as a Subject Matter Expert, and create process maps for workflow tasks.

Requirements

• Bachelor’s degree or an equivalent combination of education and/or experience.
• Experience working in a customer service environment with demonstrated superior customer service aptitude.
• Knowledge of MERS products and/or financial retirement products.
• 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.
• Ability to communicate effectively, both written and orally, to lead change.
• Ability to navigate multiple systems, apply critical thinking to work, and utilize processes in support of cross-functional training.
• Ability to be punctual and deadline conscious.
• Ability to work independently and collaboratively in a team environment.
• Ability to adapt to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
• Ability to be professional, courteous, and efficient with the public.
• Ability to learn and retain large amounts of information, utilize tools and resources, and provide accurate information to membership.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment with a high level of accuracy leading to superior customer service.
• Ability to identify and troubleshoot critical issues, write user stories to justify proposed solutions, and implement effectively.
• Ability to maintain confidentiality of system information, documentation, and any sensitive information.

Nice To Haves

• 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.

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
• Education Level: Associate degree