The role: The Manager ensures all benefits are processed timely by managing team performance and resolving escalated issues and exceptions. This individual supports and executes effective business processes, procedures, and solutions to drive a culture of continuous improvement into service delivery at all levels.
What you will do:- Provides effective leadership to the Pension and Disability Specialists by managing individual performance, providing coaching and feedback, and ensuring the team's continued professional development.
- Ensures plan compliance with IRS regulations on maximum contribution limits by managing the 402(g) project.
- Reviews and audits Retirement Savings Plan transactions to ensure accuracy.
- Ensures team productivity by reviewing daily reports of escalated cases and cases outside of processing guidelines, such as service level agreement and planned resolved date.
- Ensures compliance with business processes and procedures and reviews and adjusts to gain efficiencies.
- Provides management support to resolve escalated issues and exceptions.
- Prepares cash-out reports by creating cases for members who qualify after terminating plan participation.
- Assists colleagues in Plan Operations, Finance, and Benefits with inquiries about the administration of benefits and the development of new initiatives for the pension, death, disability and retirement savings plans.
What you need to succeed:- A bachelor's degree or equivalent experience in lieu of degree.
- 5 + years' experience in a benefits/customer service environment with preference given to Defined Benefits, Defined Contribution plans, and/or disability benefits experience.
- 3+ years' experience in leading and developing staff; preferably in a benefits administration call center environment.
- An ability to lead, motivate, and develop staff.
- Experience with leading customer care technologies, including case management and knowledge base, preferably Salesforce Service Cloud.
- Strong customer service orientation with the drive to deliver an exceptional customer experience.
- Exceptional oral, written, and interpersonal communication skills required for providing excellent service delivery.
- An ability to collaborate cross-functionally and work across all levels of management to identify and implement new service initiatives.
- Experience with change management, project implementation, and process documentation.
- An ability, interest and desire to stay current via seminars, industry literature, and formal training and development.
We offer a generous benefits package for eligible employees.- Medical, dental, and vision coverage.
- Defined benefit pension plan.
- 403(b)(9) retirement savings plan.
- Generous paid time off, including sick time, holidays, and 22 days of personal leave.
- Tuition assistance.
- Employee Assistance Plan and other health and well-being resources.
- Employer-paid death benefits with opportunities to purchase additional coverage.
- Employer-paid Short-Term and Long-Term disability coverage.
- Access to the Board's education and grant assistance programs.
- Discount programs on entertainment, travel, and more.
- Satisfaction gained from working for a service-oriented employer.
- Volunteer and other service opportunities in the community at large.
Our recruiting process is simple.If you're interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They'll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.
To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.
