Client Services Specialist

6 days ago

Atlanta, United States Association County Commissioners of GA Full time
Job DescriptionJob Description

Performs skilled technical work as a member of the retirement services call center staff:

  • receiving and responding to retirement plan participants, member jurisdiction staff, and outside parties; entering, updating, and maintaining data regarding calls;
  • entering, tracking, and closing distribution and other applications for benefits, providing information regarding status upon request;
  • and related work as apparent or assigned.

Work is performed under the moderate supervision of the Client Services Manager.

Position Responsibilities

Customer Service

  • Answers calls from all retirement plan participants, member jurisdictions, attorneys, beneficiaries and other interested parties; determines nature of calls, responds to questions, provides assistance or forwards calls to appropriate staff;
  • Explains technical procedures, regulations, laws or rules to members of the public or internal clients; communicates frequently with plan participants regarding the status of outstanding requests; maintains associated records;
  • Sends requested distribution and/or change forms to participants, member jurisdictions and local authorities as requested;
  • Assists participants and member jurisdictions in navigating the DC & DB Websites.
  • Provides and exhibits outstanding customer service, teamwork, and organizational commitment that reflects well on the entire Association;
  • Supports the Association through the support of division or program staff and interaction with local governments and authorities; has knowledge of and general understanding of the programs and services offered by the Association;

Administration

  • Receives on-line and other web-based participant and jurisdiction inquiries; responds directly or forwards to appropriate staff; download and upload files to the Secure Web database;
  • Interviews plan participants to determine qualification for account hardship distributions; collects, researches, and evaluates data using a variety of tools including internal databases and the internet to verify eligibility of plan participants; closes out all calls, participant inquiries, distribution, and other requests in Call Center upon completion of action;
  • Assists the Senior Client Services Specialist with reviewing severe financial hardship requests for 457(b) plan participants; prepares appropriate documentation for approved requests, updates retirement program and individual records and distributes to designated staff for processing;
  • Enters 457(b), and 401(a) distribution applications and other requests into the Microsoft Access database; verifies accuracy and completeness of applications and communicates with plan participants, jurisdictions, and other entities to obtain additional information;
  • Completes research in response to DB inquires and enters notes accordingly into the IPASMaster system (IPM) regarding notice of retirement, lump sum, death, and other types of payments;
  • Types a variety of documents including correspondence, forms, reports, spreadsheets, presentations, etc. where a knowledge of format and presentation is necessary, answers routine correspondence independently;
  • Supports the Senior Client Services Specialist and Client Services Manager with special projects;
  • Operates a variety of standard office equipment.

Education and Experience

  • Moderate (typically 2-4 years) customer service experience in a call center environment, retirement services administration preferred; or
  • Bachelor's degree with coursework in business administration, finance, or related field; or
  • Equivalent combination of education and experience

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