Client Services Specialist - Retirement Services

Performs skilled technical work as a member of the retirement services call center staff:

• receiving and responding to retirement plan participants, member jurisdiction staff, and outside parties; entering, updating, and maintaining data regarding calls;
• entering, tracking, and closing distribution and other applications for benefits, providing information regarding status upon request;
• and related work as apparent or assigned.

Work is performed under the moderate supervision of the Client Services Manager.

Position Responsibilities

Customer Service

• Answers calls from all retirement plan participants, member jurisdictions, attorneys, beneficiaries and other interested parties; determines nature of calls, responds to questions, provides assistance or forwards calls to appropriate staff;
• Explains technical procedures, regulations, laws or rules to members of the public or internal clients; communicates frequently with plan participants regarding the status of outstanding requests; maintains associated records;
• Sends requested distribution and/or change forms to participants, member jurisdictions and local authorities as requested;
• Assists participants and member jurisdictions in navigating the DC & DB Websites.
• Provides and exhibits outstanding customer service, teamwork, and organizational commitment that reflects well on the entire Association;
• Supports the Association through the support of division or program staff and interaction with local governments and authorities; has knowledge of and general understanding of the programs and services offered by the Association;

Administration

• Receives on-line and other web-based participant and jurisdiction inquiries; responds directly or forwards to appropriate staff; download and upload files to the Secure Web database;
• Interviews plan participants to determine qualification for account hardship distributions; collects, researches, and evaluates data using a variety of tools including internal databases and the internet to verify eligibility of plan participants; closes out all calls, participant inquiries, distribution, and other requests in Call Center upon completion of action;
• Assists the Senior Client Services Specialist with reviewing severe financial hardship requests for 457(b) plan participants; prepares appropriate documentation for approved requests, updates retirement program and individual records and distributes to designated staff for processing;
• Enters 457(b), and 401(a) distribution applications and other requests into the Microsoft Access database; verifies accuracy and completeness of applications and communicates with plan participants, jurisdictions, and other entities to obtain additional information;
• Completes research in response to DB inquires and enters notes accordingly into the IPASMaster system (IPM) regarding notice of retirement, lump sum, death, and other types of payments;
• Types a variety of documents including correspondence, forms, reports, spreadsheets, presentations, etc. where a knowledge of format and presentation is necessary, answers routine correspondence independently;
• Supports the Senior Client Services Specialist and Client Services Manager with special projects;
• Operates a variety of standard office equipment.

Education and Experience

• Moderate (typically 2-4 years) customer service experience in a call center environment, retirement services administration preferred; or
• Bachelor's degree with coursework in business administration, finance, or related field; or
• Equivalent combination of education and experience

Notice: ACCG employees must have a primary residence within the state of Georgia. In addition, employment candidates are subject to a background screening in compliance with established ACCG background check procedures.