Job Title (Date):
Member Support Specialist (June 2024)
Department:
Member Services
Employee Type:
Full-time
Reports to:
Supervisor – Member Support Team
FLSA Status:
Non-exempt
Travel Required:
None
Supervisory Responsibility:
None
Salary Range: $42,510.00 - $59,514.00
Posting Period:
June 10, 2024 – June 23, 2024
*Typically, initial wage is set between the minimum and the midpoint of the salary range depending on the employee’s qualifications and experience.
Summary of Responsibilities:
The Member Support Specialist is responsible for answering incoming calls from members, retirees, beneficiaries, or other constituents. The Specialist is responsible for providing accurate information regarding eligibility for retirement, health care, service estimates based upon age, service credit, final average salary, and a detailed review of members’ files to determine service credit and account balance.
Essential Duties and Responsibilities:
- Answer and respond by telephone to all inquiries regarding SERS’ benefits and services. This includes theability to calculate and explain benefits.
- Input and retrieve information necessary to respond to inquiries using resources provided.
- Analyze inquiries, recommend solutions, and refer difficult cases requiring research, correction and investigation to the appropriate Member Services Specialist, Team Lead, Supervisor or Manager.
- Respond to requests for brochures, booklets, specialized forms, and other documents in an accurate and timely manner. Identify and request appropriate printed materials to meet caller’s needs.
- Completely and accurately documents all calls in Communications Tracking.
- Exercise and maintain current knowledge of benefits, legislative, and administrative changes, as well as current events including health care issues that impact SERS’ members.
- Correspond appropriately to routine written inquiries and requests received on SERS website and mail.
- Works as a team to solve problems and make decisions.
- Consistently meet the established quality and service standards established by Member Services Department.
- Other responsibilities as assigned.
Educations and Skills/Qualifications:
- High school diploma or general education degree (GED);
- Two to four years related experience and/or training;
- Call center experience a plus and;
- Familiarity with working in a fast-paced environment
- Ability to multitask
- Excellent attention to details skills
- Ability to adapt effectively to new and changing environments
- Ability to express empathy
- Ability to learn new information quickly and apply effectively
- Equivalent combination of education, skills and experience.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working Conditions:
This role operates in a professional office environment and is subject to prolonged periods of sitting or standing at a desk and working on a computer. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines and may need to be able to lift up to 10 pounds at times. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
The hours for the role are from 7:45 – 4:30 P.M. Member Support staff members are eligible to work remotely 2 days per week, after 30 days of employment. Remote working days are not guaranteed and subject to change based on organizational needs.
Competencies:
SERS Specific:
Focus - Dedicated to meeting the needs of customers both internal and external. Talks, acts, and makes decisions with customers in mind. Accountability - Takes responsibility for all work activities and personal actions; follows through on commitments, implements decisions that have been agreed upon; maintains confidentiality with sensitive information; acknowledges and learns from mistakes without blaming others. Recognizes the impact of one’s behavior on others. Communication - Creates an environment of open, direct and proactive communication, both written and verbal.
Is unafraid to communicate freely across layers of the organization. Collaboration- Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties. Innovation - The commitment to search for and create new and innovative approaches to activities that enhances performance. Is willing to change.
Position Specific:
Note: While performing the duties of this job, the employee is regularly required to sit, stand, walk, and lift up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. SERS is an equal employment opportunity employer. Disclaimer: This job posting is not meant to be all-inclusive and the position itself is subject to change. SERS is an Equal Employment Opportunity Employer.
We recruit, hire, train, and promote without discrimination due to age, race, color, religion, sex, sexual orientation, national origin, citizenship, disability, military leave or veteran status, genetic information, or any other status protected by applicable federal, state or local law. SERS is committed to ensuring all applicants can successfully submit an application for consideration. If you have a disability, and you wish to discuss potential accommodations to complete your application for employment, please call (614) 340-2255.
SERS does not accept unsolicited recruiter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with SERS.
42510.00 To 59514.00 (USD) Annually
