RETIREMENT AIDE (TREASURY RETIREMENT) Position Available In Providence, Rhode Island

RETIREMENT AIDE

(TREASURY

RETIREMENT

) State of Rhode Island – 3.9 Providence, RI Job Details $49,834 – $55,353 a year 1 day ago Qualifications Customer service Writing skills Ceridian Dayforce Entry level Full Job Description

JOB GENERAL STATEMENT OF DUTIES

This position is responsible for assisting the Employees Retirement System Assistant Director in all clerical areas, on special projects as needed, and to do related work as required. The principal responsibility of this position is the accurate and timely response to all member service requests pertaining to the Employees Retirement System of Rhode Island (ERSRI). Member service requests are received from a variety of mediums including but not limited to the telephone, written and online requests. To appropriately answer member questions will require a broad range of customer service skills including; writing, speaking, and technical proficiency. Service inquiries will also include requests to establish or re-establish on-line account passwords and user names among other duties. The ability to navigate around and orient the members to the ERSRI website is essential. This applicant should be comfortable with Microsoft Outlook and learning new software programs (Microsoft CRM, Ariel, DayForce) and should possess strong interest in working with the public and providing member services via phone, in person, or through email and to do all related work as required and directed.

The incumbent is expected to professionally, courteously and respectfully treat all contacts with customers of the General Treasurer’s Office, including the public, other government agencies, the business community, fellow employees, and any other customers, both in person and when answering incoming calls, emails, letters, and any other form of contact, and to project a customer-friendly attitude committed to providing high-quality customer service.

STATEMENT OF FLEXIBILITY

Additionally, the employee is required to perform duties as directed to support the operations of the General Treasurer’s Office during times of increased departmental workloads, including but not limited to working on a temporary basis (not to exceed 3 months, which may be extended by mutual agreement) in the Crime Victim Compensation Program, General Administration, Business Processing, Employees’ Retirement, Unclaimed Property and/or the Investment Division. Designated managers within each division will review work for conformance to established procedures and regulations. Employees will not be disciplined for their inability to meet job requirements, which are specific to a position to which they are temporarily transferred. Experience, including working in Retirement or other departments, may be considered as a factor in selecting employees for promotions and/or transfers to new positions.

SUPERVISION RECEIVED

Receives overall direction from the Customer Experience Manager of ERSRI and works under the general supervision of the Member Services Director of

ERSRI.SUPERVISION EXERCISED

None

EXAMPLE OF DUTIES ILLUSTRATIVE EXAMPLES OF WORK PERFORMED

• To serve as the main call center operator for the Employees’ Retirement System and accurately and efficiently route all calls that come into the office to the appropriate employee or supervisor.
• To serve as a “customer service agent” by assisting members who call by answering their questions quickly and accurately.
• To assist in the scheduling of appointments for all ERS and MERS members (State employees, Public School Teachers, Municipal employees and Public Safety employees).
• To take all phone requests from members for any retirement forms, and mail said requested forms. Such forms may include (but are not limited to), Beneficiary Nomination, Change of Information, Direct Deposit Change, Tax Withholding and Membership Applications. Change phone center recordings. Update all forms for office and member use.
• To answer email inquiries and assist members with establishing or re-establishing web accounts. Also, change and re-set member passwords and user names for their web accounts, lock and un-lock accounts and any related account maintenance in Microsoft CRM.
• Provide website navigation and orientation to members.
• Receives all returned mail, updates change of information and sends change of information forms.
• Maintain inventory of marketing materials and supplies and distribute accordingly.
• To sort, date stamp and distribute ERSRI mail on an as needed basis.
• To utilize electronic information systems such as the Zoomerang web based system, disability tracking system and call center reporting.
• To provide customer service to members who walk into the office in need of assistance.
• To assist with signing in members who arrive for their scheduled appointments.
• Bind Board books for use in monthly meetings.
• To assist in all aspects of the Disability application process as directed by the Assistant Director of ERSRI.

This could include, but not limited to, updating and tracking the status of disability applicants, identifying and properly tracking related paperwork, maintaining and updating the list of physicians, and acquiring reports as requested.