Member Advocate/Call Center

Why Join?

If you are seeking any of the below in your career, then let’s talk! Be the ambassador in your career and take action!!!

• Remote work (must be Indiana resident)
• Career change
• Work/life balance
• Career progression
• Consistent income
• Positive impact in the community
• To be challenged & resourceful
• Collaborative & engaging team

About Us?

Indiana Public Retirement System (INPRS’) is among the largest 100 pension systems in the United States. INPRS serves the needs of approximately 473,000 members and retirees representing approximately 1,244 employers, including public universities, school corporations, public safety, municipalities and state agencies. The Indiana Public Retirement System is a public pension fund who manages approximately over $40 billion in assets, making it one of the largest in the United States. We’re located in the heart of the city, in downtown Indianapolis, near the circle & across the street from our monumental state house. INPRS’ believes that people are the foundation of our success. It takes people with different backgrounds, ideas, and strengths to be successful. Balance in life is important. We strive to have a flexible and supportive environment while not sacrificing service to our members. We pride ourselves by modeling a collaborative, diverse and inclusive environment for our employees. Our mission. “_As fiduciaries, educate stakeholders, collect necessary contributions, and prudently manage member assets to deliver promised defined benefit and defined contribution benefits and services”._

What you will do?

Our Member Advocates’ support our members by answering complex questions or resolving issues the member may have about their specific retirement fund. You will need to understand the complexity of our primary retirement funds, which consists of continuous regulatory changes as well as general knowledge of every aspect of the systems’ operations. Those members are composed of state employees, teachers, police officers, firefighter, excise police, prosecuting attorneys, judges & more. Please see below for a detailed list of responsibilities.

What to expect?

We need your commitment to learn & offer the best member advocate experience to our members! Your first 6 – 8 weeks will include, but not limited to, classroom training (onsite), role play/mock calling and job shadowing. This will require your patience and dedication as well as your own self-guided studying. After successfully completing the training program and at the managers discretion, you will be allowed to work 100% remote.

Essential Duties:

• Work directly with members 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 members, which may consist of; requests for missing/incomplete information, account status, issue resolution, timetables, and submission resolution.
• Knowledgeable on technologies including but not limited to ERM, INPAS, INPRS Web, Benefits Web, etc.
• Develop member relationships.
• Respond to inquiries regarding all INPRS-related inquiries and providing the necessary supplemental informational materials that reinforce the interaction with members.
• 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 customers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently.
• Partner with the Member 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.

Experience and Qualifications:

• High School diploma and/or GED.
• 1 – 3 years of customer complex resolution; call center preferred, not required.
• Experience in financial services, insurance, group benefit or pension industry with contribution calculations is preferred.

INPRS Benefits & Perks?

• Competitive pay
• Remote work (must be Indiana resident)
• Healthcare coverage (medical, dental, vision)
• Retirement plan
• Health Savings Account with Employer Contribution
• Prescription Coverage
• Employer paid parking
• 12 - 14 paid holidays
• Tuition reimbursement
• Professional Credential Reimbursement
• Work/life balance (37.5 hours weekly)
• Downtown cultural experience

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.

This position is not eligible for H-1B or any other kind of temporary or permanent sponsorship for work authorization by the Indiana Public Retirement System. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time.

We are an Equal Opportunity Employer. The Indiana Public Retirements System (INPRS) 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.

If you are a qualified individual with a disability and require reasonable accommodation in completing this application, please contact our INPRS Talent Acquisition Team, Karen Higareda at KHigareda@INPRS.in.gov

Job Type: Full-time

Pay: From $38,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: Remote