Employer Advocate 1

Your Impact:

This position requires a broad knowledge of pension benefits as well as a general knowledge of every aspect of the Systems’ operations, ability to coordinate with others within the organization both verbally and in writing to resolve employer issues. The position will require strong interpersonal skills to create positive work relationships.

Essential Duties:

• Work directly with our Employers to answer questions and resolve issues, including but not limited to PERF, TRF, and Non-PERF retirement and disability processes, plan provisions and any other day to day items relating to the administration of the INPRS retirement plans.
• Communication with Employers which may include; requests for missing/incomplete information, account status, issue resolution, timetables, and wage and contributions.
• Knowledgeable on technologies including but not limited to ERM, INPAS, INPRS Web, Looker, etc.
• Develop Employer relationships.
• Respond to inquiries regarding any and all INPRS-related inquiries and providing the necessary supplemental informational materials that reinforce the interaction with Employers.
• Knowledgeable on the relevant Indiana code sections and stay up to date regarding changes to the code and any other applicable statutes.
• Interpret and explain the benefit provisions of all retirement plans administered by INPRS.
• Track all contacts made with employers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently.
• Partner with the Employer Advocate Team management to identify business processes that undermine adequate customer service and make recommendations for their resolution.
• Other related duties and projects as assigned.

Job Requirements:

• Knowledge of all INPRS pension plans, systems; federal and state tax laws/policies/procedures as they pertain to INPRS.
• Ability to answer or resolve complex issues and provide training and assistance to others over the phone or via email and all media channels.
• Maintaining a professional demeanor in all situations.
• Demonstrating patience while determining caller’s needs.
• Using customer service techniques to effectively manage challenging customers.
• Taking ownership of an issue and seeing to it that the situation is resolved as promptly and effectively as possible.
• Research and following-up on complex issues. Documenting various obstacles and offering solutions to complex customer service problems.
• Engaging the appropriate person/department to solve a problem for a member or employer.
• Ability to learn and understand the functions of INPRS’ systems, e-mail software and other personal computer skills.
• Strong computer skills in Microsoft Office, Windows and e-mail
• A positive attitude, passion for providing world class customer service, and an emphasis on problem solving.
• Exceptional oral and written skills needed for communications over the phone and in writing with members and INPRS staff.
• Excellent problem solving, research and analytical skills necessary for interpreting and responding to technical inquiries from various sources.
• Ability to perform multiple tasks on a daily basis.
• Strong organizational skills needed in setting priorities and effectively meeting deadlines.

Experience and Qualifications:

• Associate’s degree and at least one year of customer service experience; or High School diploma/GED with three years of customer service experience
• Experience in financial services, insurance, group benefit or pension industry

Comprehensive Benefits Package:

• Competitive compensation
• Healthcare coverage (medical / dental / vision)
• Health savings account with employer contribution
• Prescription coverage
• Employer funded retirement plan (pension plan)
• Deferred compensation plan (employer and/or employee contribution plan)
• Flexible spending account
• Work/life balance (37.5 hours weekly)
• 12 paid holidays; 14 during election year
• Paid leave (personal, sick, vacation)
• Tuition reimbursement
• Group life insurance
• Employer-paid downtown parking

If you are interested in this position, please submit your application and resume for review. For more information about our organization, please visit our INPRS Careers Page: https://www.in.gov/inprs/careers.htm.

Equal Employment Opportunity:

The Indiana Public Retirement System (INPRS) is an Equal Opportunity Employer and is committed to recruit, select, develop, and promote employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.

Indiana Public Retirement System has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.