Customer Service Specialist I - RET

Job Title

Front-Line Contact For Defined Benefit Department

Job Description

Acts as front-line contact for receiving and responding to incoming department calls and walk-ins. Performs a variety of duties to deliver day-to-day services of the Defined Benefit Department. Answers questions and assists members with the application process for all Utah Retirement Systems (URS) and the Utah Governors and Legislative Retirement Plan.

Essential Duties And Responsibilities

• Educates members on pension qualifications to retire and how to start the retirement process. Answers questions regarding eligibility, vesting, and the differences between the systems.
• Assists individuals visiting the Office and answers incoming calls from members, employers, attorneys, and financial planners in a timely and courteous manner.
• Takes requests from members for retirement estimates and determines if members are eligible for retirement. Makes appointments for members to meet with an advisor to review benefits and/or complete retirement paperwork.
• Educates members on website navigation. Troubleshoots website account issues including setup, password resets and deletions along with other various website issues. Assists members making changes through the website.
• Assists members in completing retirement forms. Processes, completes, and assures accuracy of retirement applications, direct deposits, address changes, and tax withholding changes.
• Explains the consequences of refunding retirement contributions and takes requests from members to start the refund process.
• Prepares verification of income letters for members or financial institutions.
• Manages and distributes department faxes.
• Approves the preliminary report for refund and death benefit checks.
• Covers the reception desk as needed.
• Achieves productivity and quality guidelines established by department standard.
• Maintains regular and reliable attendance.
• Maintains strict confidentiality.
• Performs other related duties as required.

Required Experience

Education and Experience

High School diploma and one (1) year of progressively responsible experience performing clerical duties, customer service, data entry or similar duties; or an equivalent combination of education and experience.

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:

• Computer operations and technical software applications.
• Microsoft Office Suite.
• Operating a 10-key calculator.
• Imaging process.

• Basic knowledge of accounting and bookkeeping.
• Mathematical concepts and logic.
• Performs basic mathematical formulas and calculations.

Must possess excellent communications skills:

• Interpersonal conflict resolution method.
• Editing and proofreading.
• Effectively promote organization and services offered.
• Interpersonal communication theory and methods.
• Communicate effectively verbally and in writing.

Must have the ability to:

• Follow written and verbal instructions.
• Apply critical thinking techniques.
• Analyze and solve problems.
• Prioritize work.
• Perform within deadlines.
• Ability to stay focused despite interruptions.
• Deal with stress caused by deadlines, high call volume and the ability to handle difficult calls.
• Work well in a team environment as well as independently.
• Memory for details.

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.