Retirement Specialist Supervisor
This requisition is only accepting applications who are current ERSGA employees at this time.
Job Title: Retirement Benefits Specialist Supervisor
Division: Member Services
Job Profile Summary
Oversees, performs, and quality checks all levels of retirement benefit processing. Manages a team of Retirement Benefit Specialists. Maintains processing manuals; delivers training and monitors work quality and completion. Ensures every retirement system member receives correct and complete information in a timely manner, and in an appropriate format including in writing, over the phone, in-person, and/or electronically. Assists with system/process development. Assesses pending legislation, performs complex research, and makes retirement processing recommendations to management.
Job Responsibilities & Performance Standards
- Sets challenging but attainable goals and objectives for staff; provides coaching, feedback, and support to meet such goals and objectives, adhering to performance standards. Provides coaching and guidance on career development.
- Understands and is capable of administering agency policies and procedures.
- Supervises and plans work of assigned staff, providing direction as necessary.
- Supervises the administration of the retirement system, including complex benefit calculations and the benefits process lifecycle (service purchases, refunds, estimates, retirements, and deaths), ensuring accuracy and timeliness.
- Processes and QC's retirement system transactions.
- Plans, organizes, and delivers member retirement education in-person, over the phone, and electronically.
- Acts as an initial point of escalation for all processes
- With minimal supervision, maintains processing manuals to ensure quality and consistency, in compliance with federal and state regulations and guidelines, and adhering to established policies, procedures, and controls.
- Delivers internal training, monitors work quality, and ensures timely completion for assigned processes.
- Assists with the testing, maintenance, and update of the retirement system (PARIS) and processes.
- Suggests process improvements and assists with their implementation.
- Compiles and prepares reports.
- Successfully builds relationships and works with employees at all levels internal to the agency and across the state.
Technical Competencies Required for Job
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Regulations, Laws, and Plan Provisions |
§ Monitors the application of regulations, laws, and plan provisions in processes, policies, and procedures related to benefit processing |
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§ Ability to evaluate historical plan changes and apply appropriately |
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§ Ability to train others on regulations, laws, plan provisions and policy changes |
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Benefits Administration |
§ Ability to independently process transactions for all stages of ERSGA membership, including but not limited to, Estimate, Service Purchase, Retirement, Disability and Death |
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§ Ability to monitor and distribute work items based on staff ability and capacity |
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§ Ability to audit, review, and approve (QC) benefit administration processes |
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§ Ability to perform Payroll Verifications and Service Corrections |
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§ Ability to identify and resolve exception processing using various resources |
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§ Ability to maintain and deliver training on benefit administration processing manuals |
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§ Acts as an initial point of escalation for benefit administration processes |
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Operations Management |
§ Ability to work within and across divisions to accomplish goals |
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§ Ability to manage projects and develop effective project plans |
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§ General knowledge of GA Government / ERSGA position / relationships |
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Pension Software |
§ Advanced knowledge of pension software requirements and capabilities |
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§ Proactively seeks opportunities to improve / enhance existing pension software |
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Computer / MS Office |
§ Working knowledge of MS Office |
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§ Ability to use Excel formulas and tables for data manipulation and reporting |
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§ Ability to export data from PARIS (or similar pension software) into Excel |
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§ Proactively seeks ways MS Office can be used to improve efficiency |
Statewide Core Behavioral Competencies Required for Job
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Advanced Level Competencies Highly developed knowledge, understanding, and application of the competency required to be successful in the job and organization (total mastery); Can apply knowledge outside the scope of one’s position; Is able to coach or teach others on the competency; Has a long-term perspective; Helps develop materials and resources in the competency. |
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Accountability |
Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to delivering on his/her public duty and presenting oneself as a credible representative of the Agency and State to maintain the public’s trust |
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Customer Service |
Understands that all State employees have external and/or internal customers that they provide services and information to; honors all of the State’s commitments to customers by providing helpful, courteous, accessible, responsive, and knowledgeable service |
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Results Orientation |
Consistently delivers required business results; sets and achieves achievable, yet aggressive goals; consistently complies with quality standards and meets deadlines; maintains focus on Agency and State goals |
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Teamwork and Cooperation |
Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others |
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Proficient Level Competencies Detailed knowledge, understanding, and application of the competency required to be successful in the job; Ability to handle non-routine problems and situations; Requires minimal guidance or supervision / works independently; Consistently demonstrates success in the competency; Capable of assisting others in the application of the competency. |
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Judgment and Decision Making |
Analyzes problems by evaluating available information and resources; develops effective, viable solutions to problems which can help drive the effectiveness of the department and/or State of Georgia |
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Talent Management |
Clearly establishes and communicates expectations and accountabilities; monitors and evaluates performance; provides effective feedback and coaching; identifies development needs and helps employees address them to achieve optimal performance and gain valuable skills that will translate into strong performance in future roles |
Additional Behavioral Competencies Required for Job
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Advanced Level Competencies Highly developed knowledge, understanding, and application of the competency required to be successful in the job and organization (total mastery); Can apply knowledge outside the scope of one’s position; Is able to coach or teach others on the competency; Has a long-term perspective; Helps develop materials and resources in the competency. |
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Communication |
Respectfully listens to others to gain a full understanding of issues; comprehends written material; presents information in a clear and concise manner orally and in writing to ensure others understand his/her ideas; appropriately adapts his/her message, style, and tone to accommodate a variety of audiences |
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Conflict Management |
Addresses conflicts by focusing on the issues at hand to develop effective solutions when disputes or disagreements occur; helps others resolve conflicts by providing impartial mediation when needed |
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Flexibility |
Adapts to change and different ways of doing things quickly and positively; does not shy away from addressing setbacks or ambiguity; deals effectively with a variety of people and situations; appropriately adapts one’s thinking or approach as the situation changes |
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Organizing |
Able to keep projects moving toward completion; able to keep track of many things that must be done within a given timeframe; able to act according to priorities; able to balance workload demands |
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Professional Development |
Demonstrates a commitment to professional development by proactively seeking opportunities to develop new capabilities, skills, and knowledge; acquires the skills needed to continually enhance his/her contribution to the State and to his/her respective profession |
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Teaching Others |
Enhances the capabilities of the organization by openly and effectively sharing his/her subject matter expertise with others; supports a continuous learning environment by preserving and compiling intellectual capital which can be used within his/her work group, department and State entities, as appropriate |
Additional Behavioral Competencies Required for Job
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Proficient Level Competencies Detailed knowledge, understanding, and application of the competency required to be successful in the job; Ability to handle non-routine problems and situations; Requires minimal guidance or supervision / works independently; Consistently demonstrates success in the competency; Capable of assisting others in the application of the competency. |
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Creativity and Innovation |
Applies creative problem-solving skills to his/her work to develop solutions to problems; recognizes and demonstrates the value in taking “smart” risks and learning from mistakes; develops multiple alternatives and understands the feasibility of each; effectively shares and implements his/her ideas |
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Cultural Awareness |
Demonstrates an open-minded approach to understanding people regardless of their gender, age, race, national origin, religion, ethnicity, disability status, or other characteristics; treats all people fairly and consistently; effectively works with people from diverse backgrounds by treating them with dignity and respect |
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Initiative |
Proactively identifies ways to contribute to the State’s goals and missions; achieves results without needing reminders from others; identifies and takes action to address problems and opportunities |
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Negotiation and Influence |
Effectively represents his/her position on issues to gain support and buy-in from others; generates multiple alternatives to a problem to meet the needs of other stakeholders; works to achieve win-win outcomes that others can accept; appropriately utilizes settlement strategies, such as compromise |
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Problem solving |
Applies creative problem-solving to his/her work to develop solutions to problems; recognizes and demonstrates the value in taking “smart” risks and learning from mistakes; ability to identify the root cause of a problem; able to apply general rules or principles to arrive at a solution |
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Project Management |
Effectively manages project(s) by appropriately focusing attention on the critical few priorities; effectively creates and executes against project timelines based on priorities; resource availability, and other project requirements (i.e., budget); effectively evaluates planned approaches, determines feasibility, and makes adjustments when needed |
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Team Leadership |
Effectively manages and guides group efforts; tracks team progress, adequately anticipates roadblocks, and changes course as needed to achieve team goals; provides appropriate feedback concerning group and individual performance, including areas for improvement |
Work Environment
This is a general office environment consisting of cubicle desk space. Ambient room temperatures, lighting and traditional office equipment are provided as found in a typical office environment.
Physical Demands
Individuals working in this job are required to multi-task while seated. This includes answering phone calls, research information, and typing using computers throughout the workday. Also may require walking periodically, primarily on a level surface. Must be able to reach above shoulder height, below the waist, or lift (up to 25 pounds) to file documents or store materials.
ERS Preferred Qualifications
Bachelor’s degree and Seven years of progressively responsible experience in a directly related field, or an equivalent combination of education and experience, two of which as a lead worker.
Statewide Entry Qualifications
