N.C. Department of Information Technology · 6 hours ago
Retirement Benefits Counselor
Wake County, NC
Full-time
Onsite
Entry, Mid Level
2+ years expThe N.C. Department of Information Technology is seeking a Retirement Benefits Counselor to assist active and retired state and local government employees with retirement and benefit inquiries. The role involves counseling, educating, and responding to a variety of questions regarding benefit programs administered by the Retirement Systems Division.
Information Technology & Services
Responsibilities
Explains and applies interpretations of laws, codes, AG opinions and procedural guides related to the Teachers’ and State Employees’ Retirement System, Local Governmental Employees’ Retirement System, former Law Enforcement Officer’s Retirement System, Separate Insurance Benefits Plan for Law Enforcement Officers, Register of Deeds’ Supplemental Pension Fund and the Disability Income Plan of North Carolina, Legislative Retirement System, Legislative Retirement Fund, Consolidated Judicial Retirement System, National Guard Pension Fund, and the Supplemental Retirement Income Plan
Assesses individual member situations while applying current statute regulations and communicating the appropriate decision to involved parties; scope includes over 900,000 active, inactive, and retired members, and over 1,500 employers
Acts as a liaison between other sections and our members, beneficiaries, human resource departments, agencies, and others that contact the Retirement Systems Division
Educates, assists, counsels, and advises members, their dependents, and/or other involved parties of the benefits programs to determine entitlement, eligibility, timing, privileges, obligations, options and benefits, and explains the applicable provisions
Objectively analyzes each member’s situation, selects and applies the appropriate regulations and formulas, and communicates the various options available
Evaluates requests and problems in order to determine the member’s rights or benefits; provides counseling as to the wisdom of certain service purchases, optional payment plans, career changes, beneficiary designations, etc
Provides technical assistance to agencies and HR professionals in regards to the various retirement systems such as procedural matters, reporting requirements and supplies information to administrative and personnel officials of all agencies covered under the variety of retirement plans
Interprets a variety of legislation concerning retirement, depending on the date of enrollment, and the laws in place at that time
Provides advice to members in a variety of organizational structures requiring knowledge of personnel regulations and practices, payroll policies, salary plans and the earning of sick, vacation, bonus, and longevity earnings
Researches complicated benefit provisions regarding statutory and regulatory changes since these changes are cumulative in effect resulting in the date an event occurs may cause the answer to be different than if the event had happened at an earlier or later date
Researches more complex cases and responds via e-mail and/or phone call
Researches open cases by working with other departments to understand TATs and responds back to member or employer via e-mail and/or phone call
Must pass and complete the mandatory 8-week new hire training class followed by on-going quarterly refresher trainings and assessments
Must participate in quarterly knowledge assessments and on-going training classes as assigned by the Learning and Development department and as requested by leadership
Must complete a 3-day Customer Service Quality Phone Interaction Skills training and pass on-going weekly quality assessments from randomly pulled call recordings
Must complete a 9-month re-assessment followed by a 4-week Disability training class within the first 18 months of employment
Cross-trains in other departments to assist the division as needed and to strengthen the skills of the Member Services department as a whole
Assists with shadowing, mentoring and quality training of new personnel
Assists in training members and employers on Orbit Self Service as well as training them on statutes, retirement-on-line and any other retirement/benefit questions or issues as needed
Assists in training other departments within RSD with case or system issues as discovered through member reports and feedback
Completes all security, computer and other mandatory training classes as instructed
Participates in peer-to-peer training and coaching
Responsible for staying up-to-date on all information communicated and updated in knowledge systems and desktop guides and in passing random test calls, assessments and scavenger hunt-type activities
Participates in process improvement assignments
Provides support to other departments within RSD by processing work and working extra hours as needed
Analyzes documented feedback and assists with process improvement opportunities
Participates in all agency-wide activities, meetings and training events
Ensures that system updates are accurate and thorough
Ensures the security of all members by verifying the identity and contact information of all callers and by reporting anything out-of-the-ordinary, immediately
Assists with testing technical ticket fixes in a test environment to ensure everything is in order and working properly before implementation
Assists with updating information in the Digital Quick Reference tool
Responsible for providing feedback about placement, wording and helpfulness of quick reference information and other training documents to ensure the team has what’s needed to excel
Performs additional duties as assigned to meet department and division needs
Qualification
Required
Bachelor's degree from an appropriately accredited institution
Two (2) years of experience related to the area of assignment
Ability to explain and apply interpretations of laws, codes, AG opinions and procedural guides related to various retirement systems
Ability to assess individual member situations while applying current statute regulations
Ability to act as a liaison between other sections and members, beneficiaries, human resource departments, agencies, and others
Ability to educate, assist, counsel, and advise members and their dependents on benefits programs
Ability to objectively analyze each member's situation and communicate various options available
Ability to evaluate requests and problems to determine member's rights or benefits
Ability to provide technical assistance to agencies and HR professionals regarding retirement systems
Ability to interpret a variety of legislation concerning retirement
Ability to research complicated benefit provisions regarding statutory and regulatory changes
Ability to complete mandatory training classes and participate in ongoing training
Ability to assist with shadowing, mentoring and quality training of new personnel
Ability to participate in process improvement assignments
Ability to ensure the security of all members by verifying identity and contact information
Company
N.C. Department of Information Technology
The N.C.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Torre Jessup
Chief Operating Officer
Alysa Kelly
Executive Assistant to Chief Deputy/CIO/Chief Privacy Officer/Director of Enterprise Operations
Recent News
Government Technology US
2025-11-08
Government Technology US
2025-08-13
Government Technology US
2025-07-09
Company data provided by crunchbase