Member Support Specialist I

2 weeks ago

Salt Lake, Utah, United States Utah Retirement Systems Full time

About The Company:

Utah Retirement Systems (URS) is dedicated to providing essential benefits for state and other public employees in Utah. The organization consists of two main divisions: the Retirement Office, which manages pension and retirement savings plans, and PEHP, which focuses on medical, dental, life, and other benefits.

Job Overview:

The role involves performing a range of advanced technical and routine administrative tasks related to the daily operations of the Defined Contribution Savings Plans, including 401(k), 457(b), traditional IRAs, and Roth IRAs.

Key Responsibilities:

  1. Respond to incoming calls to inform and guide members on tax-advantaged investment options within the URS Savings Plans.
  2. Meet with and provide counsel to plan participants visiting the URS office, explaining plan provisions, options, and potential implications of their investment choices.
  3. Efficiently process participant applications for various transactions, including withdrawals, loans, and conversions, ensuring accuracy and timeliness.
  4. Act as a cashier for the department, managing payments and reconciling financial records.
  5. Investigate and resolve customer inquiries received through various channels, escalating issues to supervisors when necessary.
  6. Contribute to assigned projects, such as updating departmental materials or researching retirement-related topics.
  7. Provide backup support to fellow Customer Service Specialists during their absences.
  8. Maintain confidentiality in all interactions and transactions.
  9. Perform additional related duties as required.

Qualifications:

Education and Experience:

An associate degree coupled with two years of relevant experience, or an equivalent combination of education and experience.

Preferred Qualifications:

Experience in a call center environment, relevant industry certifications (such as Certified Financial Planner (CFP), Certified Employee Benefit Specialist (CEBS), or Chartered Financial Consultant (ChFC)), and familiarity with retirement plans or IRA administration.

Knowledge, Skills, and Abilities:

The following skills and abilities are essential for this position:

  • Proficient in Microsoft Office applications at an intermediate level.
  • Capable of managing telephone operations and general office equipment.

Mathematical Skills:

  • Ability to perform basic arithmetic operations and use a 10-key calculator.
  • Familiarity with basic bookkeeping and accounting principles.

Communication Skills:

  • Effective verbal and written communication abilities.
  • Competence in writing and editing documents clearly and efficiently.
  • Strong public relations and interpersonal skills.

Additional Abilities:

  • Establish and maintain effective working relationships with colleagues and the public.
  • Interpret and communicate policies and procedures related to Savings Plans.
  • Organize and file documents accurately.
  • Analyze retirement-related issues and provide informed recommendations.
  • Follow instructions and prioritize tasks effectively.
  • Work independently and collaboratively within a team.
  • Manage multiple tasks efficiently while adhering to deadlines.
  • Demonstrate professionalism and integrity in all aspects of the role.

Work Environment:

The position is based in a standard office environment, requiring various physical activities such as walking, standing, and sitting. Tasks may involve the use of common office equipment and necessitate good hand-eye coordination.

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