Client Support Specialist

Job Title: PMRS - SME1 A4 SC1 (Client Support Specialist)

Location: Harrisburg, PA 17102 Client: State of PA

PMRS seeks two Client Support Specialists with 1-3 years of relevant experience. Work is 40 hours per week and an hybrid schedule (2 days in office (1721 North Front Street, Harrisburg, PA 17102), 3 days remote). PMRS intends to renew for a year beginning 1/1/25. Initial interview is virtual via Teams and follow up is on site.

Position Purpose

This position will be responsible for assisting Relationship Managers with supporting the overall business relationship with each assigned existing and potential municipality and/or member. This position will assist in the management and coordination of current and new business development, pension plan contract management, client satisfaction, and dispute resolution.

Description of Duties

Assists with the maintenance of client paperwork, files, records, and documentation accurately and in compliance with standards and best practices. Assists in coordinating client meetings, appointments, and follow-up as required. Helps prepare and distribute meeting agendas, minutes, and action items. Acts as a point of contact for municipalities and/or members, assists with handling inquiries and resolving issues promptly, accurately, and professionally. Contributes to the preparation of client communications, reports, and presentations as needed. Collaborates with the Chief Programs Officer, Director of Client Relations, Relationship Managers, or other professional staff to ensure municipalities and/or members receive exceptional service and support. Collaborates closely with the Chief Programs Officer, Director of Client Relations, Relationship Managers, or other professional staff to prepare various operational and activity reports. This entails the preparation of said reports in final and/or draft form and often requires the gathering of statistical or other information. Compiles and analyzes data to identify trends, opportunities, and areas for improvement. Assists in preparing regular and ad-hoc reports for municipalities, members, and internal stakeholders. Collaborates with the team to develop insights and recommendations based on data analysis. Maintains knowledge of PMRS’ base plan documents associated with defined benefit and cash balance plans as well as a working understanding of plan-specific adoption agreements that set forth specific provisions of each pension plan under management. Understands relevant functional and legal differences among IRS qualified retirement plans eligible for local government use, the key employer fiduciary obligations and plan administration responsibilities associated with PMRS-administered pension plans, and the specific information contained in PMRS’ member-related statements and calculations. Ensures compliance with regulatory requirements and internal policies related to pension administration. Assists in conducting risk assessments, audits, and compliance reviews. Collaborates with the team to implement risk mitigation strategies and control measures. Participates in training sessions and workshops to enhance knowledge of pension administration services. Assists in onboarding new team members and provides ongoing support and guidance. Contributes to the development of training materials and resources for internal use. Participates in special projects as assigned by the Chief Programs Officer, Director of Client Relations, Relationship Managers, or other professional staff. Represents the Pennsylvania Municipal Retirement System in meetings and performs and/or coordinates various administrative functions and other related duties as assigned.

Decision Making Responsibilities

This position is expected to work with a high degree of independence with supervision being general in nature with work being reviewed for results. Assignments are provided by, but not limited to: the Chief Programs Officer, Director of Client Relations, Relationship Managers, and other professional staff as appropriate. Work is reviewed prior to assignment and upon completion with discussions of important issues or unique circumstances as required. Long-term projects are assigned in the form of goals, expected outcomes, and timeframes, allowing the incumbent to determine the best course of action(s) to achieve the desired outcome. Consultation is expected with management when situations have unusually broad implications, are of a sensitive nature, or have a significant impact.

Essential Functions

• Communicates effectively, both orally and in writing
• Interprets applicable policies and procedures
• Organizes, prioritizes, and monitors work assignments
• Develops and finalizes correspondence, presentations, contracts, and reports
• Establishes and maintains effective working relationships
• Understands pension administration concepts and practices
• Applies legislative and policy requirements
• Diagnoses and troubleshoots problems
• Uses personal computer, associated software, and standard office equipment
• Logs and tracks correspondence and client communication