This position is part of a dynamic and adaptive 4-person Call Center team of Retirement Specialists, who under general supervision, counsel members of the Nebraska Public Employees Retirement Systems (NPERS); calculates and estimates annuity benefits according to the Nebraska Retirement Statutes; prepares correspondence, and performs related work as assigned.
This position may be understaffed at the Retirement Specialist Trainee level, if candidates possess lesser qualifications. After successfully completing training and original probation period, Retirement Specialist Trainees are promoted to the Retirement Specialist I classification.
Retirement Specialist I: $15.627
Retirement Specialist Trainee: $13.858
Examples of Work
As part of the Call Center team of Retirement Specialists, respond to inquiries from retirement plan members pertaining to their accounts over the telephone, in writing, and in person during office visits. Respond to member inquiries regarding retirement plan laws, agency policies and procedures, and pending legislation for the Nebraska Public Employees Retirement Systems.
Report and explain the workflow for existing written requests and processes to callers. Access online records, as needed to research to respond to member requests or calculate benefit estimates. Disseminate tax information, and respond to additional questions from members.
Process member requests for information and other miscellaneous requests. Additional duties may be assigned to assist other Retirement Specialists, including: processing regular retirements in the School plan; preparing estimates, validating applications, calculating and auditing preliminary and final benefit calculations, responding to member questions and Employer Reporting Agent questions, and verifying service credit and salary information.
Qualifications / Requirements
REQUIREMENTS: Retirement Specialist I:
One or more years of coursework, training and/or experience in office support/secretarial support functions including typing duties and one year experience as a Retirement Specialist Trainee or working in a similar capacity calculating benefits and providing customer service to benefit recipients about retirement plan guidelines. Retirement Specialist Trainee: Coursework, training and/or experience in office support/secretarial support functions including typing duties.
PREFERRED: Experience in a Call Center or similar setting. Strong skills in math, spreadsheets, written and oral communication, grammar, and spelling.
OTHER: Top candidates will be required to complete typing, writing, and math skills assessments. Regular attendance, punctuality, and dependability is vital to success in this position.
Knowledge, Skills and Abilities
Possess good reasoning skills; knowledge and/or experience with Microsoft Office Suite products; knowledge of general math and enjoy working with numbers; knowledge and/or experience working with spreadsheets; ability to perform math calculations; ability to communicate effectively; ability to have regular attendance and punctuality. Ability to interact with persons of varying degrees of understanding, regarding the retirement plan(s); ability to interact for extended periods of time using empathy, tact, and courtesy, when communicating with members, co-workers, and the public in person and over the phone. Ability to handle difficult or irate individuals and maintain positive internal and external relationships.
State Of Nebraska