Manager - Customer Service

About The Company

Utah Retirement Systems provides retirement benefits for more than 250,000 Utah public employees, including teachers, firefighters, police officers, and others who serve their communities. URS administers eight pension systems and four retirement savings plans, providing financial security and peace of mind for thousands of Utah families. URS is a dynamic, complex enterprise that requires collaboration from talented employees across a diverse range of fields. We take pride in maintaining a positive team environment and excellent work-life balance. We offer a competitive salary, and our benefits far exceed what most modern employers offer.

Job Description

POSITION SUMMARY

Performs a variety of first-line supervisory duties related to administering the day-to-day operational functions of the Defined Benefit Retirement Department, including: retirement counseling, customer service, purchasing, re-deposits, service credit adjustments, computation of lifetime benefits, and death benefits. Assists members with the retirement application process for all Utah Retirement Systems (URS) and the Utah Governors and Legislators Retirement plan.

              

ESSENTIAL JOB FUNCTIONS AND DUTIES

Manages day-to-day operations of customer service team.

Expected to perform the duties of an Advisor ll, Benefit Accountant ll, and Death Benefit ll. These duties include, but are not limited to: estimating benefits; counseling members/employers via phone calls, walk-ins, and appointments; assisting member in completing the retirement application process; and calculating final pension benefits, service purchases, and exact re-deposits.

Assists in performance standards and monitors division activities to assure delivery of quality customer service. Conducts and performs audits of processes to ensure compliance with Title 49 and office procedures.

Assigns special projects, evaluates performance, monitors distribution of work load, and monitors incoming Retirement Department phone calls. Makes recommendations affecting job retention, advancement, discipline, and discharge. Participates in the selection of new hires.

Monitors changes and their effect regarding laws, rules, regulations, policies, and procedures. Recommend and train on new procedures and processes as Title 49 and /or Board Resolutions deemed necessary to assure consistency in the operation of retirement and death benefits.

Meets all team deadlines and responsibilities. Develops team members to maximize potential. Helps team members meet goals. Welcomes new employees and promotes a team atmosphere. Supervises training, sets employee goals, coaches, delegates assignments, coordinates special training, maintains quality control through audits, and sets goals and priorities in a timely and efficient manner.

Audits team attendance, punctuality, and leave. Ensures office coverage requirements are met.

Provides assistance for all general support services in all areas within the Retirement Department.

Serves as a trouble-shooter to resolve complex or difficult questions or issues. Reviews, analyzes, and determines corrections needed to resolve problems; proposes alternative solutions to the Retirement Director; and implements approved solutions.

Coordinates with the IT Department as a member of a technical team as needed to verify current programs and develop enhancements; tests new IT programs and serves as trouble shooter.

Responds to questions from members, employers, outside agencies, attorneys, and financial planners regarding all facets of retirement. Responds (both verbally and in writing) to inquiries, appointments, and walk-ins in a timely and courteous manner.

Reviews and processes Domestic Relations Orders (DRO). Calculates estimated and final retirement benefits for members who have DROs on file with URS.  Corresponds with members, alternate payees, and attorneys regarding DROs.  Performs input and balancing of court order reconciliation.

Monitors team members calculations to assure accuracy and conformity to established policies, procedures, and regulations.

Maintains regular and reliable attendance.

Maintains strict confidentiality.

Performs other related duties as required.

Required Experience

Education and Experience

Bachelor’s degree in business administration, accounting, finance, pension, or related field with four (4) years of progressively responsible experience specific to retirement processing; or an equivalent combination of education and experience. 

 

Preference will be given to individuals with specialized training in defined benefit and retirement system programs and/or individuals who are Certified Employee Benefits Specialist (CEB) or who have other related certifications.

 

Knowledge, Skills, and Abilities

 

Required technical skills include the working knowledge and ability of:

• Microsoft Office Suite.
• Computer operations and technical software applications.
• Imaging process.
• Scanning process.

 

Required extensive knowledge of:

 

• Purposes, principles, and practices of public retirement systems.
• IRS codes, regulations, and policies.
• Retirement laws, codes, policies, and guidelines.
• Principles of organizational design.

 

Required Mathematical skills include working knowledge of:

 

• Accounting, bookkeeping, and related statistical procedures.
• Concepts of fractions, percentages, ratios, and proportions and how to apply in practical situations.
• Perform complex mathematical formulas and calculations.
•  

 

Must possess excellent communications skills:

 

• Negotiation and interview techniques.
• Public speaking techniques.
• Interpersonal conflict resolution method.
• High level skill in technical writing.
• Editing and proofreading.
• Training methods.
• Public relations.
• Effectively promote organization and services offered.
• Interpersonal communication theory and methods.
• Communicate effectively verbally and in writing.

 

Must have the ability to:

 

• Establish/Maintain effective working relationships with public and private professionals, executives, department heads, co-workers, etc.
• Effectively supervise and motivate a team.
• Analyze a variety of retirement issues and problems and make recommendations.
• Obtain/Maintain a Notary Public in the State of Utah
• Follow written and verbal instructions.
• Apply critical thinking techniques.
• Prioritize work.
• Perform within deadlines.
• Ability to stay focused despite interruptions.
• Work well in a team environment as well as independently.
• Memory for details.
• Operate a 10-key calculator.

 

The incumbent must always demonstrate judgment, high integrity, and personal values consistent with the values of URS