Customer Support Retirement Specialist 1
🔍 Georgia - Fulton - Atlanta
Job Title: Customer Support Retirement Specialist 1
Division: Member Services
Job Profile Summary
Works with and communicates state pension plan details to customers (including members, retirees, survivors and employers) providing information and services targeted to meet customer expectations. Reviews, analyzes, and processes pre-retirement related transactions using applicable laws, rules, and program regulations to determine benefit eligibility. Prepares documents initiating member maintenance, refund processing, estimate and audit reports and program documentation, and responds to customers, including employees, retirees, beneficiaries, and employers.
Job Responsibilities & Performance Standards
· Responds to requests from customers, including members, retirees, beneficiaries, and employers regarding requirements, returned/denied benefits, program eligibility and/or interpretation of federal and state laws
· Receives and responds to customer phone calls, emails, letters, and faxes
· Directs inquiries to other individuals, departments, and agencies as appropriate
· Assists customers with regulations, policies, and procedures
· Provides accurate pension plan information and answers to inquiries and requests, and makes recommendations for potential improvements to communications
· Uses call center software to document calls made and received
· Reviews PARIS and call center account data and customer profiles to assist with customer inquiries
· Updates PARIS with member/retiree information received via phone, email, letter, and fax
· Performs work relating to the examination and processing of pre-retirement functions
· Assembles data and completes audits, benefit estimates, and refund requests within established guidelines
· Prepares documents initiating refund and member maintenance processing
· Provides assistance with the resolution of secure online account disputes
· Tracks/monitors agency voicemails and contact e-mail communication processing related activity
· Gathers and compiles data and prepares audit reports
· Records pre-retirement transactions within PARIS
· Performs job responsibilities with minimal supervision
Technical Competencies Required for Job
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Pension Software |
§ Ability to navigate the more complex screens and performs data entry in PARIS (or similar pension software) |
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§ Ability to locate and communicate to others the more complex information from within PARIS (or similar pension software) |
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Call Center Software |
§ Ability to use telephone software for efficient handling of customer calls |
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§ Ability to proficiently use call center tracking system to document calls |
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§ Ability to train Customer Care Specialists on the telephone and call tracking software |
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MS Office |
§ Has a basic understanding of MS Office |
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§ Ability to navigate, enter data, and perform manipulation data in MS Office |
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Regulations, Laws, and Plan Provisions |
§ Has a basic understanding of the regulations and laws that govern the pension plans |
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§ Ability to comprehend and communicate to others the details of the pension plan handbooks |
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§ Ability to apply the details of the pension plan handbooks to the more complicated member and retiree accounts |
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Customer Service |
§ Ability to understand customer needs by actively listening and asking probing questions |
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§ Ability to analyze problems and resolve issues to meet customer needs while maintaining a positive attitude and good rapport |
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§ Ability to project confidence and professionalism by using a positive tone of voice, appropriate words, and correct grammar |
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§ Ability to remain patient, empathetic, calm, and composed while handling unexpected and/or difficult situations |
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§ Ability to determine when a call transfer to a Pension Analyst or more experienced Customer Care Specialist is necessary to provide more detailed account specifics |
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§ Ability to use multiple systems and sources simultaneously to provide accurate and relevant information to customers |
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Benefits Administration Processes |
§ Ability to complete core transactions |
Statewide Core Behavioral Competencies Required for Job
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Basic Level Competencies Basic understanding or knowledge needed for the job; Basic understanding and knowledge sufficient enough to handle routine tasks; Requires guidance or supervision when applying the competency; Understands and can discuss terminology and concepts related to the competency. |
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Accountability |
Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to delivering on his/her public duty and presenting oneself as a credible representative of the Agency and State to maintain the public’s trust |
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Customer Service |
Understands that all State employees have external and/or internal customers that they provide services and information to; honors all of the State’s commitments to customers by providing helpful, courteous, accessible, responsive, and knowledgeable service |
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Judgment and Decision Making |
Analyzes problems by evaluating available information and resources; develops effective, viable solutions to problems which can help drive the effectiveness of the department and/or State of Georgia |
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Results Orientation |
Consistently delivers required business results; sets and achieves achievable, yet aggressive goals; consistently complies with quality standards and meets deadlines; maintains focus on Agency and State goals |
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Teamwork and Cooperation |
Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others |
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Basic Level Competencies Basic understanding or knowledge needed for the job; Basic understanding and knowledge sufficient enough to handle routine tasks; Requires guidance or supervision when applying the competency; Understands and can discuss terminology and concepts related to the competency. |
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Communication |
Respectfully listens to others to gain a full understanding of issues; comprehends written material; presents information in a clear and concise manner orally and in writing to ensure others understand his/her ideas; appropriately adapts his/her message, style, and tone to accommodate a variety of audiences |
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Cultural Awareness |
Demonstrates an open-minded approach to understanding people regardless of their gender, age, race, national origin, religion, ethnicity, disability status, or other characteristics; treats all people fairly and consistently; effectively works with people from diverse backgrounds by treating them with dignity and respect |
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Flexibility |
Adapts to change and different ways of doing things quickly and positively; does not shy away from addressing setbacks or ambiguity; deals effectively with a variety of people and situations; appropriately adapts one’s thinking or approach as the situation changes |
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Initiative |
Proactively identifies ways to contribute to the State’s goals and missions; achieves results without needing reminders from others; identifies and takes action to address problems and opportunities |
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Organizing and Time Management |
Able to keep projects moving toward completion; able to keep track of many things that must be done within a given timeframe; able to act according to priorities; able to balance workload demand |
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Professional Development |
Demonstrates a commitment to professional development by proactively seeking opportunities to develop new capabilities, skills, and knowledge; acquires the skills needed to continually enhance his/her contribution to the State and to his/her respective profession |
ERS Preferred Qualifications
Bachelor’s degree OR Four years of job related experience working in pension plans, finance, or accounting.
ERS Career Development Criteria
· Retirement Benefits Specialist II
· Retirement Benefits Specialist III
· Retirement Specialist Supervisor
Work Environment
This is a general office environment consisting of cubicle desk space. Ambient room temperatures, lighting and traditional office equipment are provided as found in a typical office environment.
Physical Demands
Individuals working in this job are required to multi-task while seated. This includes answering phone calls, research information, and typing using computers throughout the workday. Also may require walking periodically, primarily on a level surface. Must be able to reach above shoulder height, below the waist, or lift (up to 25 pounds) to file documents or store materials.
Statewide Entry Qualifications
