Manager - Customer Service

About the role

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.

Responsibilities

• Manages day-to-day operations of customer service team.
• Performs duties of an Advisor II, Benefit Accountant II, and Death Benefit II, including:
  • Estimating benefits.
  • Counseling members/employers via phone calls, walk-ins, and appointments.
  • Assisting members in completing the retirement application process.
  • 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 workload, 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.
• Recommends and trains on new procedures and processes as Title 49 and/or Board Resolutions deem necessary to assure consistency in the operation of retirement and death benefits.
• Meets all team deadlines and responsibilities.
• Develops team members to maximize potential and helps them meet goals.
• 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, ensuring 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 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 and strict confidentiality.
• Performs other related duties as required.

Requirements

• 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 given to individuals with specialized training in defined benefit and retirement system programs and/or Certified Employee Benefits Specialist (CEBS) or other related certifications.

Skills

• 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.
• Mathematical skills including:
  • Working knowledge of accounting, bookkeeping, and related statistical procedures.
  • Concepts of fractions, percentages, ratios, and proportions and how to apply them in practical situations.
  • Ability to perform complex mathematical formulas and calculations.
• Technical skills including:
  • Microsoft Office Suite.
  • Computer operations and technical software applications.
  • Imaging and scanning processes.
• Excellent communication skills including:
  • Negotiation and interview techniques.
  • Public speaking techniques.
  • Interpersonal conflict resolution methods.
  • High-level skill in technical writing, editing, and proofreading.
  • Training methods and public relations.
  • Ability to effectively promote organization and services offered.
  • Interpersonal communication theory and methods.
  • Ability to communicate effectively both verbally and in writing.
• Ability to:
  • Establish and maintain effective working relationships with public and private professionals, executives, department heads, and co-workers.
  • Effectively supervise and motivate a team.
  • Analyze a variety of retirement issues and problems and make recommendations.
  • Obtain and maintain a Notary Public in the State of Utah.
  • Follow written and verbal instructions.
  • Apply critical thinking techniques.
  • Prioritize work and perform within deadlines.
  • Stay focused despite interruptions.
  • Work well in a team environment as well as independently.
  • Demonstrate memory for details.
  • Operate a 10-key calculator.
• Must demonstrate judgment, high integrity, and personal values consistent with the values of URS.

Benefits

We offer a competitive salary, and our benefits far exceed what most modern employers offer.