RETIREMENT COUNSELOR I

About the role

The Arkansas Public Employees’ Retirement System (APERS) is seeking a Retirement Support Specialist to join its Retirement Support Center, functioning as a call center. You will assist members with retirement benefits and guide them through the retirement process.

Responsibilities

• Conduct one-on-one counseling sessions to explain retirement benefits, eligibility criteria, and the steps involved in processing retirement claims.
• Provide clear explanations of various retirement programs, including service retirement, disability retirement, survivor benefits, and related options.
• Organize and participate in group seminars or workshops aimed at educating employees about retirement planning and benefit updates.
• Distribute informational materials and assist with answering inquiries regarding retirement procedures.
• Absorb and review personnel data, such as length of service and benefit entitlements, to help compute accurate retirement estimates.
• Maintain comprehensive and accurate records of counseling sessions, client interactions, and related documentation in compliance with regulatory requirements.
• Learn and apply applicable federal, state, and program-specific retirement laws and regulations in daily tasks.
• Ensure that client guidance and administrative procedures meet all relevant policies and adherence standards.
• Work closely with senior counselors, human resources, and benefits administrators to resolve queries and enhance the overall retiree services process.
• Participate in ongoing training sessions to update knowledge regarding changing regulations and emerging best practices in retirement benefits administration.

Requirements

Strong communication skills to provide clear assistance and direct inquiries appropriately. Ability to thrive in fast-paced environments and handle high call volumes efficiently. Proficiency in Microsoft Office (Word, Outlook) and ability to learn new software systems. Call Center experience is preferred but not required.

Qualifications

• Bachelor’s degree in Public Administration, Business Administration, Finance, Economics, or a related field.
• Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series.
• Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.

Skills

Excellent verbal and written communication skills are essential for explaining complex retirement information clearly and professionally. A customer service orientation with a friendly, empathetic, and professional demeanor when interacting with members and beneficiaries. Strong attention to detail for reviewing personnel records, benefit computations, and maintaining accurate documentation. Proficiency with standard office software (e.g., Microsoft Office) and a willingness to learn specialized retirement management systems. Eagerness to quickly learn retirement policies and practices, as well as stay updated on changes in the regulatory environment affecting retirement benefits.

Benefits

Health insurance and supplemental dental, vision, and other plans. Employer-paid life insurance. Annual leave and sick leave. 11 paid holidays and 8 hours. Children’s Educational Activity Leave (CEAL) annually. Defined benefit retirement plan with 5 year-vesting. Optional 457(b) deferred compensation retirement plan. Career service recognition program. Paid parking. Business casual dress including nice jeans.

Pay

$47,397 – $70,148

Schedule

Not specified