Retirement Benefits Counselor - Call Center Representative

Description of Work

Candidates chosen for this role will:

• Explain and apply interpretation of laws, codes, and procedural guidelines
• Act as a liaison between all sections of the Retirement Division (payroll, disability, death processing) and our members.
• Assist in training of new personnel by buddy program, side-by-side monitoring, etc.
• Provide technical assistance to agencies and HR professionals regarding various retirement systems.
• Understand and assess individual situations while applying current statute regulations and communicate the appropriate decision to involved parties.
• Participate in process improvement assignments/enhancements and TEAM building exercises.
• Educate, counsel, and advise benefit program options
• Respond to inbound calls and answer incoming emails as scheduled or requested using call center software and resources such as digital quick reference guide (DQR)

About Us:

Knowledge, Skills and Abilities / Competencies

Qualified candidates must document on the application that they possess all of the following:

• Ability to learn general retirement processes and procedures.
• Test, trouble-shoot, and problem solve administrative and member-facing systems for functionality and effectiveness.
• Excellent customer service skills, with patience and empathy, and effective and strategic written and verbal interaction.
• Proficiency in Microsoft Office specifically PowerPoint, Word, and Outlook.
• Multi-task, set priorities and manage time effectively to adapt to an ever-changing work environment.
• Demonstrated ability to learn different systems and databases quickly and efficiently.

Minimum Education and Experience Requirements

Bachelor's degree from an appropriately accredited institution and two (2) years of experience related to the area of assignment, or an equivalent combination of training and experience.

Supplemental and Contact Information

This position is subject to a criminal history background check through CastleBranch. In addition, one or more of the following may also be reviewed, depending on the nature and requirements of the position: employment history, professional references, credit history, and educational verification (i.e., degree, license, or official transcript). Foreign degrees may require an official evaluation for U.S. equivalency. Applicants will be required to pass the background check to the satisfaction of the North Carolina Department of State Treasurer. All offers of employment are conditional until the satisfactory completion of the background check.

This office uses the Merit-Based Recruitment and Selection Plan to fill positions with highly qualified individuals. All applicants must complete and submit a State application for employment using the NEOGOV Online Job Application System (OSHR - Work for NC) for the State of North Carolina. To receive credit for your work history and credentials, you must list the information on the online application form. Any information omitted from the application cannot be considered in screening for qualifying credit. Attached or incorporated resumes (including Text resumes on application form) WILL NOT be used for screening for qualifying credit. Please make sure you complete the application in full.

"See Resume" or "See Attachment" will NOT be accepted. Other attachments will also be accepted, but not used in screening for qualifying credit.

Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account and click "Application Status". It is not necessary to contact the Human Resources Office to check the status of an application.

Please note, if you received your high school diploma or college degree outside of the United States, you are required to have your education validated for US equivalency and submit a copy of all equivalency documentation to our office for review .

There are several organizations that perform this specialized service, feel free to use any service of your choosing. For your convenience a couple are listed below:

• World Education Services Inc. - (212) 966-6311 or www.wes.org
• International Education Research Foundation - (310) 258-9451 or www.ierf.org

If you are having technical issues submitting your application, please call the NeoGov Help Line at 855-524-5627. If there are any questions about this posting, other than your application status, please email Department of State Treasurer at [email protected].