Retirement Benefits Supervisor - Member Information Center

State of Louisiana•Baton Rouge, LA

1d•Onsite

About The Position

The Retirement Benefits Supervisor serves as section supervisor of the Member Information Center (MIC) of the Retirement Department. This role involves supervising 8 Retirement Benefits Analysts in activities relating to counseling members and employers via telephone, by virtual or in-person appointment, and for walk-in inquiries. The ideal candidate will possess strong competencies in communication, performance development, driving results, team building, influencing others, building trust, customer focus, continuous improvement, emotional intelligence, and driving vision and purpose.

Requirements

Seven years of experience in employee benefits; OR Six years of full-time experience in any field plus four years of experience in employee benefits; OR A bachelor's degree plus four years of experience in employee benefits; OR A Certified Retirement Counselor (CRC) or Certified Employee Benefit Specialist (CEBS) designation plus three years of experience in employee benefits.
Information to support your eligibility for this job title must be included in the application (i.e., relevant, detailed experience/education).
Resumes will not be accepted in lieu of completed education and experience sections on your application.
Applications may be rejected if incomplete.
Applicants with international degrees must provide an equivalency evaluation and a copy of their transcripts at the time of application.

Nice To Haves

Communicating Effectively: The ability to convey information, ideas, and emotions using structured communication methods that promote understand and engagement.
Developing Performance: Builds the future potential of others by supporting long-term growth, skill development, and career progression.
Driving Results: The ability to set and pursue goals, maintain focus amid competing demands, and deliver results.
Building and Supporting Teams: The ability to combine one's actions and efforts with others to work toward achieving a common goal.
Influencing Others: The ability to shape, guide, or alter the thoughts, behaviors, attitudes, or decisions of others.
Building Trust: The ability to create a safe and supportive environment where others feel comfortable speaking up, sharing ideas, and acknowledging mistakes.
Focusing on Customers : The ability to understand and meet the needs, preferences, and experiences of internal and external customers.
Championing Continuous Improvement: The ability to promote and implement ongoing enhancements in processes, products, services, or organizational culture.
Demonstrating Emotional Intelligence: The ability to identify and understand emotions in oneself and others and use that understand to manage one's behavior and relationships.
Driving Vision and Purpose: The ability to create and communicate a compelling direction that motivates others and aligns with long-term goals.

Responsibilities

Serves as section supervisor of the Member Information Center (MIC) of the Retirement Department.
Supervises 8 Retirement Benefits Analysts in activities relating to counseling members and employers via telephone, by virtual or in-person appointment, and who walk-in.
Coordinates the workflow of eight Retirement Benefits Analyst 4 positions responsible for providing retirement counseling for members via telephone, in person or virtual.
Coordinates the workflow of one Administrative Coordinator 4 responsible for scheduling virtual and in-person appointments and assisting visitors in the lobby.
Supervises activities related to determining membership and service credit, counseling members on retirement options, processing purchases or transfers of service credit, refunds of contributions, repayment of refunds, and determining retirement benefit amount.
Interviews and hires new analysts and evaluates current analysts subject to approval of higher-level Retirement System personnel.
Manages contact center operations and contact center software as it relates to monitoring phone calls and analyzing quantitative data.
Proactively provides coaching to team members to ensure quality customer service is maintained.
Functions as the point of contact for de-escalation of highly complex or sensitive issues.