Salary : $65,228.80 - $96,928.00 Annually
Location : SBCERA, 348 W. Hospitality Lane, Third Floor, San Bernardino, CA
Job Type: Full-Time
Job Number:
Department: Member Services
Opening Date: 07/02/2026
Closing Date: 7/17/2026 11:59 PM Pacific
FLSA: Non-Exempt
Bargaining Unit: Unrepresented

THE POSITION

Under general direction, performs advanced administrative and technical support work involving complex and specialized services in the Member Services department of the San Bernardino County Employees' Retirement Association (SBCERA). This role is responsible for quality assurance and quality control of incoming and outgoing documents, handling escalated member inquiries, providing functional guidance and training to the Retirement Benefits Technician (RBT) and Office Specialist (OS) groups, and ensuring quality control of incoming document imaging to verify completeness before applying records retention policies. The position requires exceptional attention to detail, accuracy, customer service skills, and independent judgment in interpreting and applying department policies and procedures. Performs related duties as required.

EXAMPLES OF DUTIES

Duties may include, but are not limited to, the following:

1. Perform quality assurance and quality control on all incoming and outgoing documents, ensuring accuracy, completeness, and compliance with SBCERA policies and applicable laws.
2. Ensure quality control of incoming document imaging by verifying accuracy, completeness, and proper classification within Pension Gold (PG) before applying records retention policies.
3. Handle escalated member inquiries with professionalism and efficiency, providing resolution through in-depth research, policy interpretation, and coordination with other departments as needed to ensure a positive member experience.
4. Review incoming member forms for accuracy, completeness, and compliance with SBCERA policies and procedures.
5. Research Pension Gold (PG) to verify member information needed to process benefits and perform quality control checks on member records.
6. Provide functional guidance, coaching, and training to the RBT and OS groups on procedures, quality assurance standards, system navigation, and effective member communication.
7. Identify and resolve discrepancies in member records, reports, and transactions by conducting thorough document reviews and collaborating with staff to correct errors in a timely and member-focused manner.
8. Communicate professionally and effectively with members, reciprocal agencies, and internal teams to ensure seamless service delivery and accurate information sharing.
9. Assist with the completion of special projects, including those related to data cleanup and member outreach efforts.
10. Step in to assist the RBT and OS groups as needed, providing support with member inquiries, document processing, and ensuring a smooth customer service experience.
11. Perform other duties as assigned.

MINIMUM QUALIFICATIONS

A combination of education, training, and experience that demonstrates the required knowledge, skills, and abilities may be qualifying. A typical way to obtain the required qualifications would be:

Knowledge of:

• Principles and practices of customer service, records management, and quality assurance.
• Retirement benefits processes, document imaging systems (e.g., PensionGold), and applicable regulations.
• Office procedures, data verification, and document processing.
• Principles of training, mentoring, and guiding others.
• English usage, grammar, spelling, and business correspondence formatting.
• Strong attention to detail, accuracy, and organizational practices necessary for verifying documents for completeness, correctness, and compliance.
• Professional verbal and written communication techniques used in dealing with sensitive member interactions.

Skill to:

• Analyze and verify complex member documents and data for compliance and completeness.
• Communicate effectively with members and staff, both orally and in writing, with professionalism and empathy.
• Use computer applications such as PensionGold, Microsoft Office, and imaging software with proficiency.
• Guide and coach staff on workflow processes and quality standards.
• Prioritize tasks, manage multiple deadlines, and work independently and collaboratively.
• Demonstrate strong spelling, grammar, and written communication to ensure clarity and professionalism in all correspondence and member communications.
• Provide high-quality customer service and handle sensitive situations with care, patience, and efficiency.

Ability to:

• Exercise sound judgment and handle sensitive and escalated inquiries with discretion and professionalism.
• Identify process improvements and assist in implementing changes to enhance quality and service.
• Maintain detailed and accurate records and reports.
• Build and maintain effective working relationships across departments and with external agencies.
• Adapt to changing procedures and technologies.
• Demonstrate high standards of accuracy and attention to detail in reviewing and processing documents.

Education, Experience and License/Certificates
A combination of education, experience and license/certificate that would likely provide the required knowledge, skills and abilities may be qualifying. A typical way to obtain the knowledge, skills and abilities would be:

• Education: Completion of at least twelve (12) semester (18 quarter) units of college coursework in behavioral sciences, business or public administration, or a closely related field.
• Experience: Three (3) years of increasingly responsible clerical or technical-level experience in a public retirement system or a benefits administration setting. Experience must include responsibilities in customer service, document verification, quality assurance or quality control, staff training, and resolving escalated inquiries
• Licenses and Certificates: A valid California Class C driver's license may be required.

PHYSICAL REQUIREMENTSMust possess the ability to sit for extended periods, work at a computer, and lift files or documents weighing up to 25 pounds. May require occasional travel between worksites.

WORKING CONDITIONSThis role is performed primarily in an office environment with frequent contact with the public. May involve extended periods of sitting and computer use. Some travel may be required.
SUPPLEMENTAL INFORMATION

Applications must include a resume and cover letter. The information you provide will be used to verify and evaluate your job qualifications. Failure to submit the required materials and/or to provide information that clearly demonstrates possession of the above job qualifications will result in disqualification.

There will be a competitive evaluation of qualifications based on a review of all application materials submitted. Applicants must clearly describe their experience in the areas designated. Those who demonstrate exceptional qualifications in the competitive evaluation will be invited to continue in the selection process which may include written and/or performance examinations, oral interviews and/or other related evaluation methods.

This position is "at will" and serves at the pleasure of the Chief Executive Officer.

Hybrid/Telework and Flexible Work Schedule: This position may be eligible for a hybrid working schedule with 3 days in the office and 2 days working remotely.
SBCERA offers a generous benefits package including:

• Medical
  • Employee Only - 100 % SBCERA paid
  • Employee +1 - 75% of the difference between employee-only and employee +1 coverage
  • Employee + Family - 75% of the difference between employee-only and employee + family coverage
• Dental - SBCERA paid for employee and dependents
• Vision - SBCERA paid for employee and dependents
• Life Insurance & Accidental Death & Dismemberment - $100,000 SBCERA paid
• Vacation Leave - 80 - 160 hours/year
• Holiday Leave - 14 days + 1 Floating holiday/year
• Sick Leave - 3.69 hours/pay period
• Bereavement Leave - up to 5 days, with 3 days paid
• Tuition Reimbursement - up to $5,000 per fiscal year after 1 year of service
• Long-Term Disability (LTD) - SBCERA paid
• Short Term Disability (STD) - SBCERA paid
• Dependent Care Assistance Plan (DCAP)
• Colonial Life Voluntary Benefits
• United Pet Care
• Employee Assistance Program (EAP)
• 529 Education Savings Plan - Scholar Share
• Retirement - Participation in SBCERA's pension plan
• Deferred Compensation
  • 457(b) Plan: Biweekly employer match equal to 1 times the employee's contribution up to 1% of the employee's biweekly base salary upon hire.
  • 401(k) Plan: Employees are eligible to participate.

SBCERA takes pride in offering a generous benefit package. Please check out a more detailed outline of our benefit packages linked here.
01

Please indicate which area you have completed at least 12 semester (18 quarter) units of college coursework in:

• Behavioral Sciences
• Business Administration
• Public Administration
• A closely related field
• I have not completed at least 12 semester (18 quarter) units of college coursework in these areas

02

How many years of increasingly responsible clerical or technical-level experience do you have in a public retirement system or a benefits administration setting, including responsibilities in customer service, document verification, quality assurance or quality control, staff training, and resolving escalated inquiries:

• Less than 1 year
• 1 - 2 years
• 3 or more years

03

Briefly describe your work experience providing customer service to the public which includes resolving issues via the phone or in person.
04

Briefly describe your work experience which involved interpreting and applying complex rules and regulations. Be specific about the type of regulations and how you applied them in the work environment.
05

Briefly describe your experience coaching, training, or providing functional guidance to staff on procedures, quality assurance standards, system navigation, and effective member communication.
06

A resume and cover letter is required to be attached to your application but will not substitute for the proper completion of your application. The information on your application will be used to determine your salary placement if a conditional job offer is extended. Please ensure your application provides a complete overview of your relevant education, experience and/or certification to demonstrate your qualifications. Ideally, your application should cover at least the past 10 years of employment history, or longer if you have other relevant experience you wish to be considered for salary placement. Submission of an incomplete application may disqualify you from the recruitment process. Amendments to applications will only be considered for education, experience and/or certification obtained after the application submission date.

• I acknowledge I have read and understand the statement above.
• I do not acknowledge and understand the statement above.

Required Question