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State Universities Retirement System · 23 hours ago

Member Service Representative

Champaign, IL

Full-time

Hybrid

Entry Level

$24.35/hr - $26.18/hr

3+ years exp

State Universities Retirement System (SURS) is a public employee retirement system that provides retirement, survivor, disability, and death benefits to employees of Illinois state universities and community colleges. The Member Service Representative role involves providing exceptional customer service and support regarding SURS benefits across various departments, including counseling and claims processing.

Financial ServicesGovernmentInsuranceRetirement

No H1B

Responsibilities

Provide exceptional customer service to SURS members, employers, and outside entities regarding SURS benefits

Serve as a process liaison between the Call Center and other departments

Bring a desire to continuously learn and assist others

Counsel members on all SURS benefits with a focus on retirement

Calculate and explain estimated benefits, as well as the costs of service purchases

Conduct educational presentations and seminars for large groups of members

Bring a desire to regularly interact with and help others

Process, calculate and approve the following claim types: Death, Survivor, Disability, Disability Retirement Annuity (DRA)

Interact regularly with SURS employer representatives to facilitate efficient processing

Bring a keen awareness to the importance of assisting membership during difficult life changes

Act as a liaison between SURS staff, members, and employers

Communicate daily with representatives from SURS’ 61 campuses

Assist in receipt and processing of employer transactions

Troubleshoot employer processing issues

Provide individual and group education to SURS employers on SURS’ benefits and processes

Act as a liaison between the Department of Central Management Services (CMS) and SURS members

Maintain check-writing files as it relates to insurance premiums

Investigate and resolve premium discrepancies

Process benefit payments including completion of pay benefits records and payment for the following: Separation refunds, Finalized retirements and preliminary estimated payments, Disability claims, Death and Survivor benefits, Beneficiary annuities, Reversionary annuities, Survivor refunds, Excess service waivers, Disability retirements

Update and maintain member demographics and bank files

Approve daily ACH transfers and maintain check-writing files

Calculate and approve refunds, service credit purchases, and preliminary estimated payments

Prepare cost estimates of service credit purchases

Interact regularly with SURS employer representatives to facilitate efficient processing

Process, calculate and approve retirement claims

Calculate and approve employer bills

Participate in the daily administration of SURS defined contribution plans

Process daily transactional and error reports

Process death claims, non-retirement eligible distributions and retirement eligible distributions

Serve as a liaison and resource for SURS staff, RSP services providers, and SURS employers

Conduct customer service-related activities with SURS members

Qualification

Customer serviceMathematical skillsCommunication skillsAnalytical thinkingDetail-orientedTeam collaborationSelf-motivatorOrganizational skills

Required

High school diploma or equivalent

Any one or combination totaling three (3) years (36 months) from the categories below:

College coursework in Business Administration, Communications, Public Relations, or a closely related field as measured by the following conversion table or its proportional equivalent:

30 semester hours equals one (1) year (12 months)

Associate's degree (60 semester hours) equals eighteen months (18 months)

90 semester hours equals two (2) years (24 months)

Bachelor's degree (120 semester hours) equals three (3) years (36 months)

Work experience in customer service or office administrative support

Applied knowledge of computers

Skill in verbal and written communication

Ability to learn and apply the rules, policies, and practices of the retirement system and other state and federal governmental agencies

Ability to work with a diverse member base

Ability to deal with the members, annuitants, and agencies in a friendly manner to achieve positive customer service

Ability to work well with others during conversations, projects, meetings, or other collaborations