This position is hybrid and currently requires 40% of time in office and may work 60% remotely.

Participant Transaction Processing & Plan Administration

Review, process, and execute customer requests related to standard and complex transactions, including nonstandard retirement, death, and disability benefits.
Process a variety of participant transactions, including but not limited to employment changes, demographic updates, beneficiary updates, service credit purchase, refunding of service, and estimate calculations.
Review, resolve, and/or reconcile incorrect participant data, ensuring accuracy and adherence to the plan document.
Research and resolve complex plan provision questions and requests transferred by the service center analyst.

Cross-Functional Operations & Customer Engagement

Provide customer support through phone, email, and in-person counseling sessions.
Assist with onboarding new business groups and support external vendor communications for issue resolution.
Perform UAT testing, document user stories for bugs and enhancements, and collaborate with Business Process Owners and Business Analysts to translate business needs into technical requirements.
Lead operational projects and serve as a Subject Matter Expert during project planning and execution.
Create process maps for workflow tasks and cyclical operational activities.

Minimum Required Qualifications

Education

Experience

Experience working in a customer service environment with demonstrated superior customer service aptitude.
New employees will be placed into the role as a Retirement Analyst In-Training and will be eligible for a progression model based on knowledge, skills, abilities, and time in role.

Expertise

Knowledge of

Skills in

Strong problem-solving, critical thinking, and attention to detail.
Active listening and a positive attitude, including a professional phone presence.
Microsoft Office products, with intermediate knowledge of Microsoft Excel.

Ability to

Apply strong analytical and problem-solving skills in retirement benefits administration to verify accuracy of work and recognize possible errors or defects in systems and processes.
Communicate effectively, both written and orally, to lead change.
Navigate multiple systems, apply critical thinking to work, and utilize processes in support of cross-functional training.
Be punctual and deadline conscious.
Work independently and collaboratively in a team environment.
Adapt to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
Be professional, courteous, and efficient with the public.
Learn and retain large amounts of information, utilize tools and resources, and provide accurate information to membership.
Perform comfortably in a fast-paced, deadline-oriented work environment with a high level of accuracy leading to superior customer service.
Identify and troubleshoot critical issues, write user stories to justify proposed solutions, and implement effectively.
Maintain confidentiality of system information, documentation, and any sensitive information.

Physical Requirements

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch or crawl; and talk or hear.
The employee must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.

Working Conditions

Location: All work of this position will be performed on site at the MERS main office or at a remote work location.
Weather: While performing the duties of this job, the employee is not exposed to weather conditions.
Noise: The noise level in the work environment is usually moderate.

Retirement Analyst (Hybrid)

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