Member Services Manager

Member Services Manager

The Pointe - Westminster, CO 80234

Overview

Salary Range $95,500.00 - $110,000.00 Salary Level Management Position Type Full Time Job Shift Day Category Management

Member Services Manager

Summary of Job Responsibilities

The Member Services Manager is responsible for the daily operations of a team in the Member Services Division to ensure high quality service delivery and member satisfaction. This role provides direction, coaching, and performance management to ensure divisional goals, strategic objectives, and service standards are consistently met. The Member Services Manager handles escalated and complex member issues, works collaboratively with cross-functional teams to resolve service concerns, and ensures operational standards align with divisional policy. This position plays a critical role in process improvement, identifying service trends, and implementing best practices to enhance the member experience.

***This position will be based in the Westminster office with the initial training period in either our Denver or Westminster offices, depending on business need.

Essential Duties and Responsibilities Employees are held accountable for all duties of the job. Individuals must be able to perform these duties with or without reasonable accommodations.

• Leads and supervises a team responsible for administering PERA's retirement, disability, and survivor benefit programs

• Collaborates with other managers in the daily operations of the Member Services Division

• Ensures that staff have the resources and tools needed to effectively perform their job duties, research issues, and provide timely and accurate information and solutions

• Sets and communicates standards and expectations that are specific and measurable for productivity goals and employee development; prepares and conducts performance reviews and corrective action when necessary

• Evaluates service quality; meets regularly with staff to provide coaching and feedback

• Analyzes service data to drive management decisions and make recommendations for process efficiency

• Partners with Human Resources in the interviewing, hiring, and training of team members

• Investigates escalated issues from PERA members and benefit recipients; researches, analyzes, and resolves complex issues applying discretion and judgment in areas governed by Federal or State statute, or PERA Rules; works with other internal divisions to seek resolution

• Provides oversight for specified area(s) of administration including developing and maintaining policies and procedures

• Partners with internal divisions and/or outside vendors in managing operational systems, processes, forms and/or publications

• Identifies process improvement opportunities and presents recommendations and business-case justifications for modification or change as needed to add value to the organization and the membership

• Communicates with senior management regarding operational issues, concerns, and status of work projects and assignments; seeks and implements feedback

• Supports organizational change by implementing strategic direction and communicating vision to staff

• Actively seeks out and participates in training and educational opportunities for ongoing professional development

• Maintains regular and prompt attendance in the workplace

• Carries out other duties as assigned

Job Qualifications

• Bachelor's degree in business, finance, public administration, or equivalent; combination of relevant education and progressively responsible experience in benefits administration or financial services

• Prior management experience leading a successful team strongly preferred

• Demonstrated leadership and management capabilities

• Experience applying ethical decision-making, discretion, and sound judgment

• Effective verbal and written communication, interpersonal, and professional collaboration skills

• Problem solving skills and an ability to adapt and deal effectively with ambiguous and/or challenging situations

• Ability to prioritize and organize work with minimal supervision, and act with an appropriate sense of urgency

• Knowledge of information systems, databases, and personal computer applications

• Ability to comprehend and readily communicate complex information

• Strong attention to detail and proficiency in mathematical analysis

• Ability to travel as necessary for business purposes

Working Conditions

• Standard office environment with frequent telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine.

• Occasional moving and positioning supplies in excess of 20 pounds

• All employees are expected to present themselves in a professional manner in alignment with the financial services industry

• Ability to sit for prolonged periods of time

• Ability to operate standard PC equipment

• Ability to handle stress associated with frequent deadline and tight schedules

Hybrid Work Option

• Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy.

Qualifications

Interested Candidates: Complete the employment application online at Please have copies of your resume and cover letter available to upload. As part of the online application, you will be asked for a response to the following questions:

1. Tell us about a time when you had to make or support a decision that benefited the broader organization but was challenging for your own team. How did you approach it?

2. Describe a time when you had to address a difficult team or employee situation. What did you do, and what did you learn from the experience?

3. Tell us about a time you had to influence others or drive an outcome without having formal authority. How did you build trust and gain buy-in?

Job Description Disclaimer This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of an employee. Duties, responsibilities, and activities may change or be assigned with or without notice.

Unfortunately, at this time, PERA cannot consider candidates that require sponsorship (now or in the future), or are located outside of the US.

All Colorado PERA employees are subject to PERA's Ethics Policy and some employees are subject to the Personal Trading Policy. These policies include restrictions on outside business activities and employment and have certain requirements on personal trading. You may request copies of these policies from PERA's talent acquisition team and any questions can be answered by PERA's Investment Administration team.

Why Work at PERA

Colorado PERA offers more than a traditional pension career. We are a mission-driven organization with a growing focus on technology and modernization. Employees have the opportunity to do meaningful work with a real impact on over 700,000 members. From enhancing digital tools and member experiences to supporting major enterprise initiatives, employees are part of meaningful, future-focused work that blends public service with innovation. We take pride in our inclusive culture, career development opportunities, and our consistent recognition as a Top Workplace based on employee feedback. PERA is a place to connect, contribute, and be part of something bigger.

A Culture That Cares

At PERA, leveraging employee strengths and supporting strong engagement are the foundations of our culture. Employees are encouraged to grow through development opportunities and internal career movement, while also being part of an organization where people feel respected, informed, and included. Collaboration is encouraged across teams, allowing employees to learn from one another and contribute in ways that maximize their unique skills. We strive to foster an environment where employees can do their best work and feel supported by the people around them

An Employer that Invests in You

PERA invests in our employees in ways that matter; from comprehensive benefits and generous paid time-off to thoughtful everyday amenities that enhance the office experience. Employees are encouraged to continue learning through training, mentoring, and development at every stage of their careers. We champion a workplace where people feel valued, inspired, and equipped to grow.

Join Us If you're energized by meaningful work, motivated by an organization that

Colorado Public Employees' Retirement Association