Retirement Benefit Payments Specialist 3
Job Title: Retirement Benefit Payments Specialist 3
Division: Employer Services
Internal Job Profile Summary
This position serves as a Team Lead and plays a key supportive role to the Operations Manager by helping to coordinate and monitor daily operations related to the processing of retirement benefits and payments across multiple state retirement plans. While not a formal supervisor, the Team Lead functions as a knowledgeable resource – providing guidance, sharing expertise, and promoting consistency in processes and procedures. As a subject matter expert, this position ensures the accuracy, compliance, and timeliness of all payment-related activities. The Team Lead supports staff in collecting, verifying, processing, and balancing pension payroll transactions, and provides guidance on technical and procedural inquiries. This role also plays a critical part in managing rehired retiree compliance reporting and overseeing the overpayment recovery process. Additionally, this role contributes to team development by mentoring and training, helping to build team capacity and ensure consistent service delivery. This position works collaboratively with internal teams and external stakeholders to resolve complex issues and contributes to ongoing process improvements that enhance operational efficiency and customer service delivery.
Job Responsibilities & Performance Standards
- Supports the Operations Manager in coordinating daily workloads and priorities for the Retirement Benefits Payment team
- Provides technical assistance and process guidance to team members on payment-related tasks
- Assists with training, onboarding, and knowledge sharing to promote accuracy and operational consistency
- Collaborates with internal teams - such as Employer Reporting, Member Services, and IT - to address issues and ensure seamless operations
- Researches and resolves complex payment discrepancies, ensuring adherence to plan rules, state regulations, and internal policies
- Maintains and updates clear documentation related to standard operating procedures, reconciliation processes, and resolution protocols
- Contributes to audit readiness by supporting accurate and timely data collection, reconciliation, and documentation
- Participates in continuous process improvement initiatives to optimize efficiency and enhance the retiree and employer experience
- Responds to internal and external inquiries - including those from employers and retirees - with professionalism, accuracy, and a solution-orientated approach
- Prepares and processes various payroll transactions such as benefit suspensions, reinstatements, overpayment invoices, and incoming cash receipts
- Analyzes payroll reports and performs monthly reconciliation for retiree payroll
- Assists in developing and monitoring automated compliance reports to identify and flag data discrepancies, reporting gaps and data quality issues
- Researches and resolves payroll discrepancies in collaboration with internal departments and external partners
- Troubleshoots employer web reporting issues and provides training and technical support on reporting processes and requirements
- Maintains accurate ledgers for overpaid accounts, attorney invoices, and accounts payable
- Performs collection activities including outbound phone calls and preparation of formal collection correspondence
- Serves as a functional liaison for internal IT projects related to pension payments and system enhancements
- References and applies applicable rules related to Returned to Service provisions and Cost of Living Adjustments (COLAs) when processing retiree payroll
- Provides guidance to less experienced payroll practitioners and assists with directing their daily work activities
- Other duties as required
Technical Competencies Required for Job
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Plan Provisions (Returned to Service and Cost of living adjustments) |
§ Understands return to work provisions for retirees and cost of living structure |
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§ Ability to research payroll, rehired retiree and overpayment recovery related issues |
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§ Ability to successfully interact/interface with all state agencies |
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§ Ability to effectively correspond with employers and retirees regarding new legislation, announcements, questions, concerns, etc. |
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Computer/Technical Capability |
§ Has a basic understanding of PARIS, PeopleSoft and web module |
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§ Ability to identify and effectively explain system related issues for IT update |
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§ Ability to understand and manipulate PARIS reports and correspondence |
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§ Ability to interpret module business rules |
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§ Ability to use MS Office software including Excel Formulas for basic spreadsheet processing |
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§ Has advanced understanding of system processes and data flow |
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Employer Services |
§ Ability to determine gaps in existing processes |
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Operations |
§ Capable of providing relevant input for solutions to complex business issues |
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§ Ability to effectively organize work to achieve division goals |
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Employer Services |
§ Ability to audit, review and approve (QC) Employer Services processes |
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Processes |
§ Ability to teach and train staff and employers |
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§ Makes recommendations to improve and enhance the rehired retiree, overpayment recovery and payroll processes |
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§ Ability to problem solve to overcome debtors’ obstacles using persuasion and persistence when required |
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§ Familiar with basic MS processes and data flow |
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§ Ability to interpret complex data and resolves issues Þ Knowledge of data conditions Þ Knowledge of edits Þ Knowledge of business rules Þ Understanding of escalation cycle Þ Understands essential elements to contribute to system development |
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MS Processes |
§ Understands basic member services processes and data flow |
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§ Ability to identify correct member service personnel to resolve issues |
Statewide Core Behavioral Competencies Required for Job
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Advanced Level Competencies Highly developed knowledge, understanding, and application of the competency required to be successful in the job and organization (total mastery); Can apply knowledge outside the scope of one’s position; Is able to coach or teach others on the competency; Has a long-term perspective; Helps develop materials and resources in the competency. |
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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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Proficient Level Competencies Detailed knowledge, understanding, and application of the competency required to be successful in the job; Ability to handle non-routine problems and situations; Requires minimal guidance or supervision / works independently; Consistently demonstrates success in the competency; Capable of assisting others in the application of 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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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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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 |
Additional Behavioral Competencies Required for Job
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Proficient Level Competencies Detailed knowledge, understanding, and application of the competency required to be successful in the job; Ability to handle non-routine problems and situations; Requires minimal guidance or supervision / works independently; Consistently demonstrates success in the competency; Capable of assisting others in the application of the competency. |
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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 |
Able to keep tasks 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 demands |
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Ethical Integrity |
Upholds the highest personal and business standards, demonstrates honesty, is able to maintain the trust of others; does not jeopardize business relationships for personal gain; able to maintain confidential information |
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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 some 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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Negotiation and Influence |
Effectively represents his/her position on issues to gain support and buy-in from others; generates multiple alternatives to a problem to meet the needs of other stakeholders; works to achieve win-win outcomes that others can accept; appropriately utilizes settlement strategies, such as compromise |
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Teaching Others |
Enhances the capabilities of the organization by openly and effectively sharing his/her subject matter expertise with others; supports a continuous learning environment by preserving and compiling intellectual capital which can be used by others within his/her work group, department and State entities, as appropriate |
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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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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 |
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Problem Solving |
Applies creative problem-solving skills to his/her work to develop solutions to problems; recognizes and demonstrates the value in taking “smart” risks and learning from mistakes; ability to identify the root cause of a problem; able to apply general rules or principles to arrive at a solution |
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Creativity and Innovation |
Applies creative problem-solving skills to his/her work to develop solutions to problems; recognizes and demonstrates the value in taking “smart” risks and learning from mistakes; develops multiple alternatives and understands the feasibility of each; effectively shares and implements his/her ideas |
ERS Preferred Qualifications
Bachelor’s degree in a business related field from an accredited college or university AND two years of experience in benefits administration, pension services, or payment processing, including at least one year in a lead or mentoring role OR Associates degree in business or a related field from an accredited college or university AND four years of experience in benefits administration, pension services, or payment processing, including at least two years in a lead or mentoring role OR Six years of progressively responsible experience in a related field, with two or more years of experience in collections or financial operations AND at least one year providing guidance or oversight to others.
Additional Preferred Skills
- Working knowledge of retirement systems and pension payment processing procedures
- A demonstrated ability to interpret and apply policies, rules, and regulations related to pension administration or benefits processing
- Strong analytical and problem-solving skills, with experience in financial reconciliation
- Excellent written and verbal communications skills, with the ability to provide clear instruction and feedback
- Effective organizational and time management abilities, with the capacity to prioritize tasks, manage competing deadlines, and maintain accuracy under pressure
- Exceptional attention to detail
- A proven ability to work independently and collaboratively in a dynamic environment with shifting priorities and firm deadlines, maintaining focus, flexibility, and accountability
ERS Career Development Levels
- Retirement Benefit Payments Supervisor
Work 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.
