Member Support Specialist

2 weeks ago

Indianapolis, Indiana, United States Indiana Public Retirement System Full time
Job Overview

About the Organization:

The Indiana Public Retirement System (INPRS) ranks among the top 100 pension systems in the United States, catering to approximately 473,000 members and retirees from around 1,244 employers, including public universities, school districts, public safety entities, municipalities, and state agencies. With over $40 billion in managed assets, INPRS is a significant player in the public pension sector, situated in downtown Indianapolis.

Our Philosophy:

At INPRS, we recognize that our employees are the cornerstone of our achievements. We value diverse backgrounds, perspectives, and strengths, believing that a balanced life is essential for success. Our commitment to a flexible and supportive work environment is matched by our dedication to providing exceptional service to our members. We foster a collaborative, inclusive atmosphere where integrity, teamwork, and continuous learning are paramount.

Role Significance:

This position is pivotal in delivering exceptional service to our members. It requires a comprehensive understanding of pension benefits and the ability to effectively communicate and collaborate with various stakeholders to address member and employer inquiries. Strong interpersonal skills are essential for cultivating positive relationships within the organization.

Key Responsibilities:

  • Engage directly with clients to address inquiries and resolve issues related to retirement and disability processes, including PERF, TRF, and non-PERF plans.
  • Communicate with clients regarding missing information, account statuses, and issue resolutions.
  • Utilize various technologies, including ERM, INPAS, and INPRS Web, to assist members effectively.
  • Provide comprehensive responses to all INPRS-related inquiries, ensuring members receive the necessary information.
  • Stay informed about relevant Indiana code sections and updates to applicable statutes.
  • Interpret and clarify the benefit provisions of all retirement plans managed by INPRS.
  • Document all interactions with clients to ensure efficient follow-up on recurring issues.
  • Collaborate with management to identify and improve business processes that impact customer service.
  • Participate actively in training and development opportunities to enhance knowledge of the role and organization.
  • Perform additional related duties and projects as assigned.

Qualifications:

  • Understanding of INPRS pension plans and relevant federal and state tax laws.
  • Ability to resolve complex issues and provide guidance to others through various communication channels.
  • Maintain professionalism in all interactions, demonstrating patience and empathy.
  • Employ effective customer service techniques to manage challenging situations.
  • Exhibit ownership of issues, ensuring prompt and effective resolutions.
  • Conduct research and follow up on complex inquiries, documenting obstacles and proposing solutions.
  • Engage with third-party vendors as necessary to resolve member or employer issues.
  • Proficient in Microsoft Office and other relevant software applications.
  • Strong organizational skills to prioritize tasks and meet deadlines.
  • Commitment to achieving high levels of customer service in line with call center metrics.

Experience and Education:

  • Associate's degree with a minimum of one year of customer service experience, or a High School diploma/GED with three years of customer service experience.
  • Background in financial services, insurance, or the pension industry is preferred.

Benefits:

  • Comprehensive Medical, Dental, and Vision Plans.
  • Flexible Work Arrangement with the option for remote work after training.
  • Health Savings Account with Employer Contributions.
  • Employer-Funded Retirement Plan.
  • Deferred Compensation Plan.
  • Flexible Spending Account.
  • Work-Life Balance with a standard 37.5-hour work week.
  • Generous Paid Leave and Holidays.
  • Tuition Reimbursement after six months of employment.
  • Group Life Insurance and Employer-Paid Parking.

If you are interested in this position, please submit your resume and application for review.

For more information about our organization, please visit our INPRS Careers Page.

We are an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace.

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