Retirement Services Director / Member Service Center Director

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Job Details
Working Title: Member ServiceCenter Director
Job Class: Retirement Services Director
Agency: Public Employees Retirement Association (PERA)

• Who May Apply: Open to all qualified job seekers
• Date Posted: 12/14/2023
• Closing Date: 01/05/2024
• Hiring Agency/Seniority Unit: Public Employees RetirementAssociation / Pub Employ Retire Assoc-MMA
• Division/Unit: Personnel / Benefit Services
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $34.10 - $49.13 / hourly; $71,200 - $102,583 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 216 - Middle Management Association/MMA
• FLSA Status: Exempt - Executive
• Telework Eligible: Yes
• Designated in Connect 700 Program for Applicants with Disabilities : Yes

Make a difference in the lives of Minnesotans.
The work you'll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.
Job Summary
This position exists to plan, direct and supervise the business functions and supervisory and professional level employees of the Member Service Center. This position is to ensure: that all member phone calls, online communication, and other inquiries are handled in accordance with Minnesota Statutes 353 and 356; expert counseling is provided to members or benefit recipients on benefits, federal and state tax issues, and financial planning relating to PERA; and the department's output accomplishes PERA's mission, vision, and objectives within established laws, policies, rules, budget, time schedules, and standards. This is achieved through:

• Direction - train, coach, and counsel employees on the best ways to accomplish goals, develop productive work relationships, and facilitate the continuous improvement of work processes and individual employee performance.
• Oversight - observation of employees as they work and knowing work outcomes.
• Liaison - between employees and managers as well as between the goals and objectives of the organization and the day-to-day operations of the department.
• Coordination - with division supervisors and managers to ensure adequate resources are available to best accommodate Member Service needs.

This position will primarily be telework with the occasional need to be on site and in office as scheduled. PERA office is located in St. Paul, MN.
Qualifications
Minimum Qualifications
*Only applicants whose application and resume clearly demonstrates fulfillment of each minimum qualification listed below will be considered for this position. Ensure your resume contains descriptions of your work experience sufficient for comparison against the requirements stated below. Also indicate the beginning and ending month and year for each job held .
Four (4) years of retirement benefits program or financial planning services experience in a contact center environment AND demonstrated leadership experience acquired through managerial, supervisory, project management or lead work positions.

• A Master's degree in Public Administration, Business, or Finance may substitute for 1.5 years' of retirement benefits program or financial planning services experience in a contact center.
• A Bachelor's degree in Public Administration, Business, or Finance may substitute for one (1) year of retirement benefits program or financial planning services experience in a contact center.

Professional level experience and education must clearly demonstrate the following:

• Supervisory skills in planning, developing, and organizing resources to obtain business goals and objectives, including policy, budget, and planning initiatives
• Knowledge of Call Center software and technologies (Telephony, Workforce Management, and Quality Assurance), such as Cisco
• Human relations, diplomacy skills, and professionalism sufficient to guide staff work in a participatory environment. This includes skills such as coaching, listening, conflict resolution, change management, problem-solving, meeting facilitation, etc.
• Advanced oral and written communication skills sufficient to express points of view clearly, logically, and convincingly to Executive team, stakeholders, and agency staff
• Proficiency with Microsoft Office applications (Excel, Work, PowerPoint) sufficient to create reports, charts, graphs and presentations
• Demonstrated ability to work independently, set priorities, develop and manage projects, and meet deadlines
• Advanced analytical and problem solving skills, attention to detail, and advanced ability to exercise sound judgment and apply legal and regulatory requirements in making decisions

Preferred Qualifications

• Advanced knowledge of PERA's policies, procedures, and Attorney General's opinions interpreting the statutes
• Advanced knowledge of Minnesota Statutes Chapters 353 and 356, relating to benefits and membership eligibility of the Association and of the 46 Police and Fire Relief Associations administered by PERA

Physical Requirements
Requires occasionally lifting and/or carrying such articles as file folders, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of movement is often necessary in carrying out job duties
Additional Requirements
It is the policy of the Retirement Systems of MN that all employees submit to a background investigation prior to employment. The background check may consist of the following components:

• SEMA4 Records Check (applies to current and past State employees only)
• Criminal History Check
• Employment Reference Check
• Social Security and Address Verification
• Education Verification
• Driver's License Check

**The Retirement Systems will not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.**
Application Details
How to Apply
Select "Apply for Job" at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or e-mail careers@state.mn.us . For additional information about the application process, go to http://www.mn.gov/careers .
Contact Robin Gilmer at PERAHR@mnpera.org or 651-201-2679 if:

• You have questions about this position
• You are an individual with a disability and need to request an accommodation for a scheduled interview
• You wish to receive consideration as a Connect 700 Program applicant, apply online, e-mail the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Robin Gilmer at PERAHR@mnpera.org .

About Public Employees RetirementAssociation
The Public Employees Retirement Association (PERA) is a lifetime income, cost-sharing retirement plan for Minnesota public employees.
We serve over 440,000 current and former public employees from 2,100 governmental agencies and pay monthly benefits to more than 125,000 retirees, disabled members, and survivors of deceased members. Our 170,000 active members are social workers, firefighters, nurses, police officers, correctional officers, snowplow drivers, attorneys, and paraprofessionals. The services they provide and the work they do make our communities better.
Why Work for Us
Diverse Workforce
We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.
A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency's mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits
Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 11 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Federal Public Service Student Loan Forgiveness Program

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.
We will make reasonable accommodations to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us and indicate what assistance is needed.