Retirement Specialist
About The Position
The Retirement Specialist performs support-level Member Services duties, working directly with the public and PSPRS membership. The role primarily responds to member inquiries by telephone and electronic mail about the retirement plans, including basic benefit provisions and post-retirement account changes. It also provides routine retirement counseling and handles in-person inquiries and receptionist duties on a rotating basis. The position begins working in the office and may transition to a hybrid remote schedule. Remote work, if offered, must be performed within Arizona and depends on department business needs and continued achievement of performance measures. PSPRS serves approximately 60,000 active and retired public employees and provides retirement benefits to Arizona police officers, firefighters, corrections officers, judicial officials, and elected officials.
Requirements
- Two years of customer service experience; preference is given to experience in a call-center environment or closely related public-contact work.
- Knowledge of state and federal statutes as they apply to PSPRS.
- Knowledge of PSPRS policies and procedures, high-level customer service practices in a call-center environment, English grammar and composition, records management systems, multi-line phone systems, and computer programs such as Excel, Word, Outlook, and the Internet.
- Skill in providing high-level customer service, problem solving, composing, editing and proofreading correspondence, reports and forms, and using computer software.
- Ability to communicate complex information clearly and concisely in writing and verbally.
- Ability to work exclusively in a phone-service environment, use an internal database to research information, and learn and comprehend Arizona Revised Statutes and internal policies and procedures.
- Ability to research and analyze member accounts, maintain a professional and courteous demeanor, perform mathematical calculations, establish effective working relationships, organize and prioritize multiple tasks, and interpret complex materials.
- Pass a background investigation that includes credit and criminal history.
- Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Nice To Haves
- Customer service experience in a call-center environment or closely related public-contact work environment.
Responsibilities
- Explain pension plan provisions and procedures for all plans to members, local boards, and employers.
- Assist members with online enrollment in the Member Support System/Employer Support System site.
- Troubleshoot member access to the Member Support System/Employer Support System site.
- Answer questions about the PSPRS, CORP, and EORP plans.
- Escalate calls to supervisors or Member Services staff when additional research and analysis may be required.
- Provide routine retirement counseling to members, local boards, and employers.
- Answer questions about health insurance in relation to the plans.
- Prepare and ensure the mailing of forms and documents requested by members by telephone or email.
- Serve as a receptionist on a rotating basis, handling in-person member inquiries, mail, phone calls, and other routine duties.
Benefits
- 10 paid holidays per year.
- Accrual of sick and annual leave.
- Affordable medical benefits.
- Participation in the Arizona State Retirement Plan after six months of employment; classification positions participate in ASRS, with enrollment eligibility effective after 27 weeks.
- Optional participation in a 457 deferred compensation program.
- Employer matching on employee 457 deferrals, limited to 6% of salary per pay period.
- Workplace flexibility, a learning environment, and a team-oriented culture.
- Paid Parental Leave program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
