Retirement Analyst (Hybrid)

About the role

This position is hybrid and currently requires 40% of time in office and may work 60% remotely.

Responsibilities

• Process and execute customer requests related to standard and complex transactions, including nonstandard retirement, death, and disability benefits.
• Review, resolve, and/or reconcile incorrect participant data, ensuring accuracy and adherence to the plan document.
• Research and resolve complex plan provision questions and requests transferred by the service center analyst.
• Provide customer support through phone, email, and in-person counseling sessions.
• Aid in onboarding new business groups and support external vendor communications for issue resolution.
• Perform UAT testing, document user stories for bugs and enhancements, and collaborate with Business Process Owners and Business Analysts to translate business needs into technical requirements.
• Lead operational projects and serve as a Subject Matter Expert during project planning and execution.
• Create process maps for workflow tasks and cyclical operational activities.

Requirements

• Minimum Required Qualifications: Bachelor’s degree or an equivalent combination of education and/or experience.
• Experience: Experience working in a customer service environment with demonstrated superior customer service aptitude.
• New employees will be placed into the role as a Retirement Analyst In-Training and will be eligible for a progression model based on knowledge, skills, abilities, and time in role.
• Education: Knowledge of MERS products and/or financial retirement products.
• Skills: Strong problem-solving, critical thinking, and attention to detail; active listening and a positive attitude; strong analytical and problem-solving skills in retirement benefits administration; effective communication; ability to navigate multiple systems and apply critical thinking; punctuality and deadline consciousness; adaptability to shifting priorities, demands, and timelines; professionalism, courtesy, and efficiency with the public; learning and retaining large amounts of information; utilizing tools and resources; maintaining confidentiality of system information, documentation, and any sensitive information.

Qualifications

• Physical Requirements: Stand, walk, sit, use hands to handle or feel objects, tools, or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear; lift and/or move up to 25 pounds; moderate noise level in the work environment; moderate exposure to weather conditions.

Benefits

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Pay

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Schedule

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