Senior Retirement Benefits Technician

San Bernardino County Employees' Retirement Association • San Bernardino, CA

7d • Hybrid

About The Position

Under general direction, performs advanced administrative and technical support work involving complex and specialized services in the Member Services department of the San Bernardino County Employees' Retirement Association (SBCERA). This role is responsible for quality assurance and quality control of incoming and outgoing documents, handling escalated member inquiries, providing functional guidance and training to the Retirement Benefits Technician (RBT) and Office Specialist (OS) groups, and ensuring quality control of incoming document imaging to verify completeness before applying records retention policies. The position requires exceptional attention to detail, accuracy, customer service skills, and independent judgment in interpreting and applying department policies and procedures. Performs related duties as required. SBCERA CORE VALUES IN ACTION Every employee is expected to model SBCERA’s core values by acting with integrity, embracing accountability, collaborating across teams, and striving for professional excellence in service to our 50,000+ members and beneficiaries.

Requirements

• Knowledge of SBCERA’s mission, strategic pillars, and core values of Integrity, Accountability & Transparency, Commitment, Effectiveness, Professional Excellence, and Collaboration.
• Knowledge of principles and practices of customer service, records management, and quality assurance.
• Knowledge of retirement benefits processes, document imaging systems (e.g., PensionGold), and applicable regulations.
• Knowledge of office procedures, data verification, and document processing.
• Knowledge of principles of training, mentoring, and guiding others.
• Knowledge of English usage, grammar, spelling, and business correspondence formatting.
• Strong attention to detail, accuracy, and organizational practices necessary for verifying documents for completeness, correctness, and compliance.
• Professional verbal and written communication techniques used in dealing with sensitive member interactions.
• Skill to apply SBCERA’s core values of Integrity, Accountability & Transparency, Commitment, Effectiveness, Professional Excellence, and Collaboration to daily work assignments.
• Skill to analyze and verify complex member documents and data for compliance and completeness.
• Skill to communicate effectively with members and staff, both orally and in writing, with professionalism and empathy.
• Skill to use computer applications such as PensionGold, Microsoft Office, and imaging software with proficiency.
• Skill to guide and coach staff on workflow processes and quality standards.
• Skill to prioritize tasks, manage multiple deadlines, and work independently and collaboratively.
• Skill to demonstrate strong spelling, grammar, and written communication to ensure clarity and professionalism in all correspondence and member communications.
• Skill to provide high-quality customer service and handle sensitive situations with care, patience, and efficiency.
• Ability to model SBCERA’s core values of Integrity, Accountability & Transparency, Commitment, Effectiveness, Professional Excellence, and Collaboration.
• Ability to exercise sound judgment and handle sensitive and escalated inquiries with discretion and professionalism.
• Ability to identify process improvements and assist in implementing changes to enhance quality and service.
• Ability to maintain detailed and accurate records and reports.
• Ability to build and maintain effective working relationships across departments and with external agencies.
• Ability to adapt to changing procedures and technologies.
• Ability to demonstrate high standards of accuracy and attention to detail in reviewing and processing documents.
• Completion of at least twelve (12) semester (18 quarter) units of college coursework in behavioral sciences, business or public administration, or a closely related field.
• Three (3) years of increasingly responsible clerical or technical-level experience in a public retirement system or a benefits administration setting.
• Experience must include responsibilities in customer service, document verification, quality assurance or quality control, staff training, and resolving escalated inquiries.

Nice To Haves

• A valid California Class C driver’s license may be required.

Responsibilities

• Perform quality assurance and quality control on all incoming and outgoing documents, ensuring accuracy, completeness, and compliance with SBCERA policies and applicable laws.
• Ensure quality control of incoming document imaging by verifying accuracy, completeness, and proper classification within Pension Gold (PG) before applying records retention policies.
• Handle escalated member inquiries with professionalism and efficiency, providing resolution through in-depth research, policy interpretation, and coordination with other departments as needed to ensure a positive member experience.
• Review incoming member forms for accuracy, completeness, and compliance with SBCERA policies and procedures.
• Research Pension Gold (PG) to verify member information needed to process benefits and perform quality control checks on member records.
• Provide functional guidance, coaching, and training to the RBT and OS groups on procedures, quality assurance standards, system navigation, and effective member communication.
• Identify and resolve discrepancies in member records, reports, and transactions by conducting thorough document reviews and collaborating with staff to correct errors in a timely and member-focused manner.
• Communicate professionally and effectively with members, reciprocal agencies, and internal teams to ensure seamless service delivery and accurate information sharing.
• Assist with the completion of special projects, including those related to data cleanup and member outreach efforts.
• Step in to assist the RBT and OS groups as needed, providing support with member inquiries, document processing, and ensuring a smooth customer service experience.
• Perform other duties as assigned.

Benefits

• Hybrid/Telework and Flexible Work Schedule: This position may be eligible for a hybrid working schedule with 3 days in the office and 2 days working remotely.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree