Customer Service Manager - Savings Plans

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. The agency takes pride in maintaining a positive team environment and excellent work‑life balance.

Position Summary

Performs a variety of customer service and supervisory duties related to the day‑to‑day operations of the Defined Contribution department.

Responsibilities

• Meets all team deadlines and responsibilities, develops team members to maximize potential, helps team members meet goals, welcomes newcomers, and promotes a team atmosphere.
• Supervises training, sets employee goals, coaches, delegates assignments, coordinates special training, maintains quality control, and sets goals and priorities in a timely and efficient manner.
• Supervises the day‑to‑day operations of the Defined Contribution Specialists team and monitors workflow to assure timely completion.
• Assists and makes recommendations in evaluating worker performance, job retention, advancement, discipline, and discharge.
• Participates in the recruitment and selection process for new hires.
• Monitors the ACD (telephone) and website to ensure systems are operating properly and information provided on the site is current and correct.
• Directs and schedules working hours for the day‑to‑day customer‑service operations of the Defined Contribution department, including ACD and walk‑in support.
• Serves on various committees, as assigned.
• Assists the Operations Manager in writing, editing, and managing communication materials, forms, departmental policies, and procedures.
• Supervises the DC Department quarterly statement process.
• Responds to e‑mail inquiries and assists with the message‑center responses, as needed.
• Trains, directs, and manages staff in processing withdrawals, loans, W‑4P’s, hardship applications, rollovers/transfers, 70 ½ minimum distributions (RMD), balance verification requests, mail, and other assigned processes.
• Works closely with the Operations Manager, IT department, and other departments to develop and implement new or changed programs and procedures, including computer processes, databases, web applications, and Image/Case Management programs.
• Monitors activities, communications, and information provided to participants and prospective participants to assure compliance with plan provisions, the Internal Revenue Code, regulations, and state statutes.
• Investigates and resolves statement problems, account adjustments, and participant complaints.
• Reviews counseling performed by specialists and monitors staff activities to assure delivery of quality services.
• Educates plan participants regarding plan provisions and provides telephone and walk‑in customer service.
• Maintains regular and reliable attendance.
• Maintains strict confidentiality.
• Performs other related duties as requested.

Required Experience

• Bachelor’s degree in business administration, accounting, finance, or a related field.
• Minimum three (3) years of experience with pension and/or defined contribution plans or related experience, or an equivalent combination of education and experience.
• Preferred certifications: CFP, CPA, CEBS, CRC, QKA.

Knowledge, Skills, and Abilities

• Computer operations and technical software applications.
• Microsoft Office Suite.
• Workflow and document imaging applications.
• Calculating figures such as interest, rates of return, percentages; budgeting, accounting, and related statistical procedures; applying basic algebra concepts.
• Considerable knowledge of 401(k), 457, Traditional IRA, and Roth IRA plans, state and federal retirement laws, IRS and U.S. Treasury codes and regulations, and URS policies and guidelines.
• Ability to analyze retirement issues and make recommendations.
• Excellent communication skills: read, analyze, and interpret technical reports, policy, and legal documents; respond to inquiries and complaints; write articles in prescribed style; occasionally present to staff and administration.
• Ability to motivate staff and establish effective working relationships with professionals, executives, department heads, co‑workers, members, and the public.
• Follow written and verbal instructions, prioritize work, meet deadlines, and work well both in a team environment and independently.
• Multi‑task, follow through with assignments, and handle stress caused by workload and time deadlines.
• Demonstrate judgment, high integrity, and personal values consistent with URS values.

Work Environment

Incumbent works in a typical office setting with appropriate climate controls. Tasks require a variety of physical activities that do not generally involve muscular strain but include walking, standing, stooping, sitting, reaching, talking, hearing, and seeing. Common eye, hand, and finger dexterity are required to perform essential functions.