Description of Work
Each employee will have the opportunity to work remote AFTER orientation & completion of training classes, based on competencies displayed. Remote work is rotational on a 2-week basis. The starting salary for this position is limited up to$53,601
- Act as a liaison between all sections of the Retirement Division (payroll, disability, death processing) and our members.
- Respond to inbound calls and answer incoming emails as scheduled or requested using Call Center software and resources such as digital quick reference guide (DQR)
- Explain and apply interpretation of laws, codes, and procedural guidelines
- Understand and assess individual situations while applying current statute regulations and communicate the appropriate decision to involved parties.
- Educate, counsel, and advise benefit program options
- Provide technical assistance to agencies and HR professionals regarding various retirement systems.
- Assist in training of new personnel by buddy program, side-by-side monitoring, etc.
- Participate in process improvement assignments/enhancements and TEAM building exercises.
The Member Service's section provides the full range of retirement education, correspondence services, and one-on-one counseling/training for all members and employers concerning retirement and disability benefits, statutory provisions, new legislation, and information supporting the effectiveness of these efforts. This section includes the Call Center and the Education Retirement Group.
** This is a continuous posting; applications are screened weekly for qualified candidates so response for interview will be timely. **
Knowledge, Skills and Abilities / Competencies
Qualified candidates must document on the application that they possess all of the following:
- Demonstrated ability to learn different systems and databases quickly and efficiently.
- Ability to learn general retirement processes and procedures.
- Excellent customer service skills, with patience and empathy, and effective and strategic written and verbal interaction.
- Multi-task, set priorities and manage time effectively to adapt to an ever-changing work environment.
- Test, trouble-shoot, and problem solve administrative and member-facing systems for functionality and effectiveness.
- Proficiency in Microsoft Office specifically PowerPoint, Word, and Outlook.
The ideal candidate will have:
Minimum Education and Experience Requirements
Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for details.
Bachelor's degree from an appropriately accredited institution and two (2) years of experience related to the area of assignment;
OR
an equivalent combination of training and experience.
Supplemental and Contact Information
This position is subject to a criminal history background check through CastleBranch. In addition, one or more of the following may also be reviewed, depending on the nature and requirements of the position: employment history, professional references, credit history, and educational verification (i.e., degree, license, or official transcript). Foreign degrees may require an official evaluation for U.S. equivalency. Applicants will be required to pass the background check to the satisfaction of the North Carolina Department of State Treasurer. All offers of employment are conditional until the satisfactory completion of the background check.
This office uses the Merit-Based Recruitment and Selection Plan to fill positions with highly qualified individuals. All applicants must complete and submit a State application for employment using the NEOGOV Online Job Application System (OSHR - Work for NC) for the State of North Carolina. To receive credit for your work history and credentials, you must list the information on the online application form. Any information omitted from the application cannot be considered in screening for qualifying credit. Attached or incorporated resumes (including Text resumes on application form) WILL NOT be used for screening for qualifying credit. Please make sure you complete the application in full.
"See Resume" or "See Attachment" will NOT be accepted. Other attachments will also be accepted, but not used in screening for qualifying credit.
Please note, if you received your high school diploma or college degree outside of the United States,you are required to have your education validated for US equivalency and submit a copy of all equivalency documentation to our office for review.
There are several organizations that perform this specialized service, feel free to use any service of your choosing. For your convenience a couple are listed below:
- International Education Research Foundation - (310) 258-9451 or www.ierf.org
- World Education Services Inc. - (212) 966-6311 or www.wes.org