Retirement Specialist

Arizona Department of Administration • Phoenix, AZ

3d • Hybrid

About The Position

This position is responsible for performing support-level Member Services duties dealing directly with the public and System membership. This position works mostly by telephone and electronic mail in order to address member inquiries related to all aspects of the retirement plans. Additionally, this position will deal with in-person member inquiries while providing receptionist duties on a rotating basis. Duties included, but not limited to, answering inquiries on basic plan benefit provisions, post-retirement account changes, covering the front desk on a rotating basis and other related duties as assigned. This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Requirements

• Knowledge of State and Federal statutes as they apply to PSPRS.
• Knowledge of Policies and procedures related to the operations of PSPRS.
• Knowledge of Principles and practices of high-level customer service in a call-center environment.
• Knowledge of Rules of English grammar and composition to prepare, review and edit documents.
• Knowledge of Records management systems (automated and manual files).
• Knowledge of Multi-line phone systems.
• Knowledge of Computers and programs such as Excel, Word, Outlook, Internet.
• Skill in Providing high level of customer service.
• Skill in Problem solving.
• Skill in Composing, editing and proofreading a variety of correspondence, reports and forms.
• Skill in The use of computer software programs.
• Skill in The application of problem-solving techniques.
• Ability to Communicate information clearly and concisely- both verbally and in writing on complex issues.
• Ability to Work exclusively in a phone service environment.
• Ability to Use internal database system to research information.
• Ability to Learn and comprehend Arizona Revised Statutes, internal policies and procedures.
• Ability to Research and analyze member accounts to be able to address member inquiries.
• Ability to Maintain a professional and courteous demeanor, utilizing excellent customer service and communication skills.
• Ability to Perform mathematical calculations.
• Ability to Establish and maintain effective working relationships with those contacted in the course of position’s area of responsibility.
• Ability to Organize, prioritize and perform multiple tasks.
• Ability to Read, comprehend and interpret complex materials.

Nice To Haves

• Two (2) years of customer service experience, with preference working within a call center environment and or closely related public contact work environment.

Responsibilities

• Explain pension plan provisions and procedures concerning all Plans to members, local boards and employers.
• Assist members in completing on-line enrollment into Member Support System/Employer Support System site.
• Troubleshoot member’s access into Member Support System/Employer Support System site.
• Answer questions related to multiple areas of the PSPRS, CORP and EORP Plans.
• Elevates member calls to supervisors or Member Services staff that may require additional research and analysis.
• Provide routine retirement counseling to members, local boards, and employers.
• Answer health insurance questions with respect to the Plans involvement to members, local boards and employers.
• Prepare and ensure the mailing of forms and documents as requested by members via telephone or electronic mail inquiries.
• Act as receptionist handling in-person member inquiries, mail, phone calls and other routine duties on a rotating basis.

Benefits

• 10 paid holidays per year
• Accrual of sick and annual leave
• Affordable medical benefits
• Participation in the Arizona State Retirement Plan (after 6 months of employment)
• Optional participation in a 457 deferred compensation program
• Employer matching on employee deferrals in the 457 plan (limited to a matching of 6% of salary on a per pay period basis)
• Paid Parental Leave program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed