Retirement Benefits Counselor – Member Services Call Center Position Available In Wake, North Carolina

Retirement Benefits Counselor – Member Services Call Center 3.4 3.4 out of 5 stars Raleigh, NC 27603 • Hybrid work JOB We are seeking a friendly, hard-working Retirement Benefits Counselor that cares about the members and their questions and moving them to find a resolution is our top priority and what we need to add to our growing team! This is a full-time position (40 hours per week) with State Benefits, including health insurance, paid vacation, paid sick time, paid holidays, as well as retirement.

About Us:

The Member Service’s section provides the full range of retirement education, correspondence services, and one-on-one counseling/training for all members and employers concerning retirement and disability benefits, statutory provisions, new legislation, and information supporting the effectiveness of these efforts. This section includes the Call Center and the Education Retirement Group.

The Call Center Counselors assists 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. The Call 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.

The Department of State Treasurer’s campus is located on Atlantic Avenue, is surrounded by many shopping centers and restaurants, has access to a 24-hour 7-day a week free gym on the campus, and offers a competitive benefit package, and has free employee parking!

Job responsibilities include, but are not limited to: Provide subject matter expertise on retirement benefits, including retirement processes, payroll deductions, disability, death processing, and statutory provisions.

Communicate new policy initiatives and legislation through counseling, research, and mediation, while responding to time-sensitive and complex inquiries from active and retired state and local employees, beneficiaries, employing agencies, and the general public. Conduct engaging retirement education presentations and webinars, while offering personalized one-on-one counseling to members and active employees. Respond to correspondence and email inquiries related to retirement and benefits from employers, members, and beneficiaries, ensuring that every question is met with knowledge and care.

Efficiently manage inbound calls and respond to incoming emails, utilizing call center software and valuable resources such as a digital quick reference guide (DQR) to deliver exceptional service with professionalism. Offer technical assistance to other agencies by expertly troubleshooting and resolving login errors, while also addressing any system issues that arise.

Assist in training new personnel through a buddy program and side-by-side monitoring.

Participate in process improvement assignments and enhancements, as well as team-building exercises. All new Counselors will receive a thorough 6-week training course that covers all of the processes and programs that we offer. We will introduce you to statutes, death benefits, disability benefits, and retirement processes, as well as all the varieties of state and local public employment memberships. Our goal is to guide you in learning all aspects of this job to make you feel confident as an expert in retirement benefits!

Each employee will have the opportunity to work remote AFTER orientation & completion of training classes, based on competencies displayed. Remote work is rotational on a 2-week basis. The Counselors will assist our members through phone calls and emails daily, with a high annual volume—last year more than 280,000 calls and 50,000 emails.

EXAMPLE OF DUTIES

Qualified candidates must document on the application that they possess all of the following: Experience working in retirement, insurance benefits, financial planning, and/or in a customer service environment.

Experience in troubleshooting and resolving login errors as well as addressing system issues.

Experience with Microsoft Office specifically Outlook, Word, and PowerPoint.

Management PreferencesExperience in interpreting and communicating employee benefits effectively.

SUPPLEMENTAL INFORMATION PLEASE SUBMIT YOUR APPLICATION ON-LINE USING THIS WEBSITE

• This position is subject to a criminal history background check through CastleBranch. In addition, one or more of the following may also be reviewed, depending on the nature and requirements of the position: employment history, professional references, credit history, and educational verification (i.e., degree, license, or official transcript). Foreign degrees may require an official evaluation for U.S. equivalency. Applicants will be required to pass the background check to the satisfaction of the North Carolina Department of State Treasurer. All offers of employment are conditional until the satisfactory completion of the background check. This office uses the Merit-Based Recruitment and Selection Plan to fill positions with highly qualified individuals. All applicants must complete and submit a State application for employment using the NEOGOV Online Job Application System (OSHR – Work for NC) for the State of North Carolina. To receive credit for your work history and credentials, you must list the information on the online application form. Any information omitted from the application cannot be considered in screening for qualifying credit. Attached or incorporated resumes (including Text resumes on application form)

WILL NOT

be used for screening for qualifying credit. Please make sure you complete the application in full. “See Resume” or “See Attachment” will NOT be accepted. Other attachments will also be accepted, but not used in screening for qualifying credit. Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account and click “Application Status”. It is not necessary to contact the Human Resources Office to check the status of an application.

Please note, if you received your high school diploma or college degree outside of the United States, you are required to have your education validated for US equivalency and submit a copy of all equivalency documentation to our office for review. There are several organizations that perform this specialized service, feel free to use any service of your choosing. For your convenience a couple are listed below: International Education Research Foundation – (310) 258-9451 or www.ierf.orgWorld Education Services Inc. – (212) 966-6311 or www.wes.orgIf you are having technical issues submitting your application, please call the NeoGov Help Line at 855-524-5627. If there are any questions about this posting, other than your application status, please email Department of State Treasurer at HR@nctreasurer.com.