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Member Services Representative DC Retirement Board Washington, DC Job Details Full-time $57,000 - $91,200 a year 7 hours ago Benefits Paid training Wellness program Health savings account Disability insurance Dependent care reimbursement Health insurance Dental insurance 401(k) Flexible spending account Financial planning services Paid time off Parental leave Employee assistance program Vision insurance 401(k) matching Employee discount Paid orientation Gym membership Professional development assistance Opportunities for advancement Loan assistance Flexible schedule Bereavement leave Life insurance Retirement plan Prescription drug insurance Paid sick time Qualifications Benefits administration Computer operation Customer communication Triage Client inquiry handling Research Typing Associate's degree Client email correspondence Client interaction via phone calls Customer data entry Full Job Description

ABOUT THE DISTRICT OF COLUMBIA RETIREMENT BOARD

The District of Columbia Retirement Board (DCRB) is an independent agency of the District of Columbia Government. DCRB has the exclusive authority and discretion to manage and control the District of Columbia Police Officers and Firefighters' Retirement Fund and the District of Columbia Teachers' Retirement Fund (the Funds). DCRB is also the benefits administrator for the District of Columbia Police Officers and Firefighters' Retirement Plan and the District of Columbia Teachers' Retirement Plan (the Plans).

POSITION SUMMARY

The Member Services Representative is the primary point of contact for active and retired members, survivors, beneficiaries, providers, and other stakeholders of the police, firefighter, and teacher pension plans administered by DCRB. This position responds to inquiries received by telephone, email, written correspondence, in person, and virtually, and is responsible for researching each inquiry — not simply recording and forwarding it — so that members receive complete, accurate answers at first point of contact whenever possible. The Representative interprets plan provisions, troubleshoots complex issues, completes member-initiated transactions, drafts original correspondence, and handles and resolves member complaints.

ESSENTIAL DUTIES AND RESPONSIBILITIES

(Duties that occupy a major portion of time and importance of the job) Serve as the primary DCRB point of contact for active and retired members, survivors, beneficiaries, and other stakeholders of the D.C. Police Officers' and Firefighters' Retirement Plan and the D.C. Teachers' Retirement Plan, responding to inquiries by telephone, email, written correspondence, in person, and virtually. Research every inquiry before responding, using all available resources — including DCRB's internal pension administration systems, case documentation, internal records/filing systems, and prior case notes — to understand the member's account history and circumstances; resolve the inquiry at first point of contact whenever possible rather than simply taking a message and routing it to another party. Interpret Summary Plan provisions and DCRB policies to respond to inquiries about eligibility, benefits, coverage, and services, correctly identifying and applying the rules specific to the member's applicable retirement plan. Triage inquiries that require specialized handling and escalate to the appropriate subject matter expert or unit only after completing and documenting the research already performed, so escalations are not duplicative. Complete member transactions accurately using DCRB systems or manual procedures as required, including tax withholding updates, health care changes, direct deposit changes, address and contact updates, Power of Attorney updates, notification of death, and other annuity-related changes. Draft original written correspondence responsive to the specific facts and circumstances of each member's inquiry. Capture and document member feedback and complaints; receive, resolve, route, and follow up on day-to-day transactions and member requests in accordance with DCRB policies, procedures, and guidelines, keeping members informed of status until resolution . Properly distribute DCRB forms and ensure forms are available to members via fax, email, or the DCRB website; provide clear instructions to members on how to access and complete required forms. Perform lobby/front-desk service intake by scheduling and conducting in-person or virtual appointments, and assisting members with completion of forms and submission of documents related to their annuity or retirement processing. Maintain clear, accurate, and grammatically correct documentation of every member interaction in the appropriate system of record to support quality review, audit, and continuity of service.

FUNCTIONAL COMPETENCIES

Knowledge of benefit administration processes and procedures, including retirement applications, claims submission, insurance, and records management. Working knowledge of research methods and navigation of DCRB's internal pension administration, case documentation, and records/filing systems — sufficient to independently research and resolve routine and moderately complex member inquiries without unnecessary escalation. Ability to correctly distinguish between the D.C. Police Officers' and Firefighters' Retirement Plan and the D.C. Teachers' Retirement Plan and to apply the correct plan rules to each inquiry. Knowledge of operation of personal computers, Microsoft Office products, and general office equipment, including photocopiers, fax machines, and image processors. Ability to apply intermediate arithmetic, using a calculator or Excel spreadsheet. Excellent customer service and communication skills, both oral and written, including the ability to explain complex plan information in plain language. Ability to thoroughly and accurately follow up on member cases and inform Member Services management of outcomes. Above-average computer navigation skills; must be able to talk and type simultaneously, often while using multiple applications, with an emphasis on accuracy.

REQUIRED EDUCATION & PROFESSIONAL CERTIFICATIONS

Associate degree or equivalent work experience; Bachelor's degree preferred.

JOB EXPERIENCE

(Years & Type) Minimum three (3) years of experience in a fast-paced office and/or high-volume call center environment. Minimum five (5) years of specialized experience in employee benefits (health, life, and/or payroll). Minimum five (5) years of experience with data entry. Demonstrated research and problem-solving skills, with the ability to independently investigate an inquiry across multiple systems before responding or escalating.

WORKING CONDITIONS

Normal office environment.

COMPENSATION LEVEL

DCRB Grade 04 This job description describes the general nature and level of work being performed by the individual(s) assigned to this position. It is not intended to be an exhaustive list of all tasks, duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

EQUAL EMPLOYMENT OPPORTUNITY DCRB

is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the employer will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective employees and incumbents to discuss potential accommodations with the employer.

HOW TO APPLY

Applicants must submit a completed District of Columbia Employment Application (DC2000), letter of interest (discussing eligibility and qualifications), and resume. The DC2000 is available as a fillable file document on the "Working at DCRB" page on DCRB's website. You may view the page here: http://dcrb.dc.gov/service/working-dcrb Applicants claiming Veterans Preference must submit official proof with application. All educational and experience requirements used to determine eligibility for this position must be officially verified at the time of appointment. No offer of employment will be deemed fulfilled without such verification(s).

WHERE TO APPLY

Via Email to:

Pay:

$57,000.00 - $91,200.00 per year

Benefits:

401(k) 401(k) matching Bereavement leave Dental insurance Dependent care reimbursement Disability insurance Employee assistance program Employee discount Financial planning services Flexible schedule Flexible spending account Gym membership Health insurance Health savings account Life insurance Loan assistance Opportunities for advancement Paid orientation Paid sick time Paid time off Paid training Parental leave Prescription drug insurance Professional development assistance Retirement plan Vision insurance Wellness program

Education:

Associate (Required)

Experience:

fast-paced office and/or high-volume call center environment: 3 years (Required) employee benefits (health, life, and/or payroll): 5 years (Required) data entry: 5 years (Required) demonstrated research and problem-solving skills: 3 years (Required) independently investigate inquiries across multiple systems: 3 years (Required)

Work Location:

In person