Retirement and Investment Services Member Service

3 weeks ago

Madison, United States WEA Member Benefits Full time

Come join a growing Retirement and Investment Services Team as a Member Services Representative at WEA Member Benefits

At WEA Member Benefits, we are dedicated to serving our members with highly rated retirement savings, financial planning, and personal insurance programs for public school employees. Our employees have a passion for our mission and vision and strive to deliver “A+ Performance” in everything we do. WEA Member Benefits was created by Wisconsin educators for Wisconsin educators over 50 years ago. Our culture, work environment, and team have made our organization a 3-time “Best Places To Work” winner (Madison Magazine) and 5-time Top Workplaces winner (Wisconsin State Journal). We focus heavily on taking care of our employees with competitive pay, generous health/dental/vision insurance coverage, paid time off, and an industry leading 401(k) retirement savings plan.

**SUMMARY**:
The Retirement and Investment Services (RIS) Member Service Representative provides information and other services to current and potential WEA Member Benefits RIS members. The Member Service Representative provides daily telephone coverage as operationally needed; assists members and prospective members with enrollment, contributions, distributions, and tax reporting; and provides complete and accurate information in response to their questions.

Accuracy, timeliness, and dependability are expected and must be routinely delivered without significant ongoing supervision or technical assistance.

**ACCOUNTABILITIES**:
The Member Service Representative performs these duties on a regular basis. The percentages of time are prospective estimates of daily averages over time. Actual day-to-day assignments may differ, but the Member Service Representative must competently perform all duties when s/he is assigned to do so.

**55% Provide Effective Member and Employer Services**
- Receive and respond to telephone and written inquiries from employers and members or prospective members about retirement and investment programs and related processes and procedures.
- Contact employers and members or prospective members by telephone, as directed, to provide meaningful customer service on a proactive basis.
- Provide information in response to written, electronic, and telephone inquiries from employer, members, and prospective members including, but not limited to, eligibility, use of the Web site, enrollment (both Web and paper copy), contributions, contribution limits, fees, distributions, tax withholding, and Internal Revenue Services (IRS) requirements.
- Communicate to members about plan rules and general IRS guidelines regarding exchanges, transfers, and rollovers into and out of all 403(b) accounts and individual retirement accounts (IRAs).
- Process beneficiary and qualified domestic relations order distributions for members and/or their beneficiaries.
- Respond to member or beneficiary inquiries, including explaining the regulations and processes related to distribution calculations and reviewing distribution options.

**40% Information Verification and Transaction Processing**
- Maintain updated information in CORE database.
- Work with the vendor relationship management team on information verification and transaction processing using online record-keeping system.
- Accurately enter or give clear and concise instructions to the vendor relationship management team to enter member financial and other information into the online record-keeping system.
- Accurately provide requested forms, brochures, and other written information to members.
- Verify and make address changes in all applicable databases when information is received from acceptable sources.
- Respond to requests from employers and third party administrators to accomplish member transactional requests.
- Research member employment and contribution history to calculate annual 403(b) and IRA limits according to IRS regulations, including identifying and contacting members about excess 403(b) and/or IRA contributions or distributions, and requesting distribution of excesses by the IRS deadline.
- Confirm eligibility and verify accurate processing of all distribution requests, including but not limited to monthly withdrawals and required minimum distributions in accordance with the rules for the applicable qualifying event, employer plan directives, and IRS restrictions. This is accomplished by identifying and gathering the appropriate information from members, employers, and other providers, and explaining IRS rules and possible tax and/or penalty consequences.
- Verify tax withholding and reporting documentation is accurate by doing the following:

- Assist the vendor relationship management team to ensure the record-keeping system generates the appropriate tax reporting code and changes any incorrect codes.
- Assist the vendor relationship management team with generating accurate Form 1099-R and Form 5498 tax information through the electronic system and

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