Customer Service Specialist I

3 months ago

Salt Lake City, United States Utah Retirement Systems Full time

About The Company:

Utah Retirement Systems (URS) provides benefits for state and other Utah public employees. It has two divisions, the Retirement Office administers pension and retirement savings plans. PEHP specializes in medical, dental, life, and other benefits.

Job Description:

Summary:

Performs a variety of advanced level technical and routine administrative duties related to the day-to-day operational functions of the Defined Contribution Savings Plans (401(k),457(b), traditional IRAs, and Roth IRAs).

ESSENTIAL JOB FUNCTIONS AND DUTIES

  1. Answers in-bound phone calls to educate and counsel members on tax advantaged investing in the Utah Retirement Systems (URS) Savings Plans.
  2. Meets with, counsels and educates plan participants who come into the URS office regarding plan provisions, options and potential ramifications (IRS, state tax issues etc.) of investing in the URS plans.
  3. Processes participants applications including regular and hardship withdrawals, plan loans, loan defaults, Required Minimum Distributions (RMD), W-4Rs, IRA conversions and re-characterizations etc. in a timely, accurate and efficient manner.
  4. Acts as a department cashier by accepting payments and reconciling and balancing receipt books.
  5. Investigates, researches solutions and responds to customer issues received by mail, phone, e-mail and other sources in a timely and appropriate manner. Involves a Supervisor or other appropriate person when necessary.
  6. Works on individually assigned projects such as editing or updating various departmental brochures or marketing materials, researching various retirement related topics, or responsibility for overseeing certain departmental processes.
  7. Backs up other Customer Service Specialists when they are on vacation, sick, etc.
  8. Maintains strict confidentiality.
  9. Performs other similar duties as required.
Required Experience:

Education and Experience

Associate degree and two (2) years of related experience; or an equivalent combination of education and experience.

Preferred qualifications: Call-center experience, industry certifications (Certified Financial Planner (CFP), Certified Employee Benefit Specialist (CEBS), Chartered Financial Consultant (ChFC), etc.), experience in retirement plans and/or IRA administration, and sales.

Knowledge, Skills, and Abilities

This list contains knowledge, skills, and abilities that are typically associated with the job. It is not all-inclusive and may vary from position to position:

Required technical skills include the working knowledge and ability to:

  • Use Microsoft Office programs at an intermediate level.
  • Handle telephone operations.
  • Handle general office equipment operations and maintenance.

Required mathematical skills include:

  • Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions, and decimals.
  • Operate 10-key calculator by touch.
  • Basic bookkeeping.
  • Basic accounting and related statistical procedures.

Must possess excellent communication skills:

  • Communicate effectively verbally and in writing.
  • Write and edit documents effectively and efficiently.
  • Telephone etiquette.
  • Excellent public relations and interpersonal skills.

Must have the ability to:

  • Establish and maintain effective working relationships with co-workers, members, and the public.
  • Read, interpret, and communicate Saving Plans policy and procedures.
  • File documents accurately and efficiently.
  • Analyze a variety of retirement issues and make recommendations.
  • Follow written and verbal instructions.
  • Understand the purposes, principles, and theory of retirement related savings plans.
  • Understand retirement laws, IRS and Treasury codes and regulations, policies, and guidelines.
  • Prioritize work.
  • Perform within deadlines.
  • Work well in a team environment as well as independently.
  • Multi-task by handling a variety of duties in a timely and efficient manner.
  • Follow through with assignments.
  • Deal effectively with stress caused by workload and time deadlines.

The incumbent must always demonstrate judgment, high integrity, and personal values consistent with the values of URS.

Work Environment

Incumbent performs in a typical office setting with appropriate climate controls. Tasks require a variety of physical activities which do not generally involve muscular strain, but do require activities related to walking, standing, stooping, sitting, reaching, talking, hearing, and seeing. Common eye, hand, finger dexterity required to perform essential functions.

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