Retirement Benefits Counselor

Agency Dept of State Treasurer Division Retirement Division Job Classification Title Program Coordinator III (S) Position Number 60009126 Grade NC12 About Us Our mission is to preserve, protect and sustain the state's pension and healthcare plans, generate investment returns in excess of comparable public pensions, properly account for and report on all funds that are deposited, invested, and disbursed through the North Carolina Department of State Treasurer, assure the financially sound issuance of debt for state and local governments, maintain the state's "AAA" bond rating, and provide exemplary service across all divisions of the Department. Description of Work The primary purpose of this position is to assist active & retired state and local government employees, beneficiaries, employers and agencies with retirement and benefit inquiries by counseling and educating them on benefit programs administered by the Retirement Systems Division and with explaining statute details and legislative interpretations. This section receives phone calls and e-mails from employees and employers from all around the state regarding all the different retirement systems and responds to a variety of calls and e-mails from simple, moderately complex to very complex questions. These Counseling Center Counselors are trained as subject matter experts regarding all matters retirement and are equipped to handle even the most complex situations that require additional research and follow up, with an awareness toward customer service. Knowledge Skills and Abilities/Management Preferences The anticipated hiring rate for this position is up to $56,865, based on available funding and internal equity considerations. Description of Work Explains and applies interpretations of laws, codes, AG opinions and procedural guides related to the Teachers' and State Employees' Retirement System, Local Governmental Employees' Retirement System, former Law Enforcement Officer's Retirement System, Separate Insurance Benefits Plan for Law Enforcement Officers, Register of Deeds' Supplemental Pension Fund and the Disability Income Plan of North Carolina, Legislative Retirement System, Legislative Retirement Fund, Consolidated Judicial Retirement System, National Guard Pension Fund, and the Supplemental Retirement Income Plan. Assesses individual member situations while applying current statute regulations and communicating the appropriate decision to involved parties; scope includes over 900,000 active, inactive, and retired members, and over 1,500 employers. Provides technical assistance to agencies and HR professionals in regards to the various retirement systems such as procedural matters, reporting requirements and supplies information to administrative and personnel officials of all agencies covered under the variety of retirement plans. Researches complicated benefit provisions regarding statutory and regulatory changes since these changes are cumulative in effect resulting in the date an event occurs may cause the answer to be different than if the event had happened at an earlier or later date. Must pass and complete the mandatory 8-week new hire training class followed by on-going quarterly refresher trainings and assessments, quarterly knowledge assessments and on-going training classes as assigned by the Learning and Development department and as requested by leadership, a 3-day Customer Service Quality Phone Interaction Skills training and pass on-going weekly quality assessments from randomly pulled call recordings. Knowledge Skills and Abilities/Management Preferences Knowledge of retirement, insurance benefits, financial planning, and customer service principles, practices, and processes. Ability to troubleshoot and resolve login errors and diagnose system issues to implement effective solutions. Skill in using Microsoft Office applications, including Outlook, Word, and PowerPoint. Management Preferences Two years' experience in interpreting and communicating employee benefits effectively. Two years' experience working in a call center environment. Inquiries and applications will be kept strictly confidential. Salary Range - $47,703.00-$83,479.00 Position is Subject to FLSA Overtime This position may be assigned additional job functions as needed. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice based on business conditions or as required by the agency to fulfill its mission. Minimum Education and Experience Some state job postings say you can qualify by an "equivalent combination of education and experience." If that language appears below, then you may qualify through either years of ed #J-18808-Ljbffr nc