Retirement Coordinator (Call Center)

Arkansas Public Employees Retirement System   Little Rock, AR   Full-time     Call Center / Customer Service
Posted on November 2, 2021
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This Retirement Coordinator position is responsible for overseeing the agency’s Call Center Section which provides retirement benefit information and assistance to system members and retirees.

Special Functions

Monitors and analyzes key call metrics (ex: call volume, call waiting, call abandonment) and prepares reports for management. Performs quality review of phone calls and provides feedback and coaching to call center representatives. Functions as a subject matter expert and handles escalated calls.

Preferred Knowledge, Skills, and Abilities

Skilled in call center operations including the use of telephone equipment and software applications (ex: Cisco products). Ability to communicate well with internal team members and external system members and meet their needs. Ability to work under pressure and apply problem-solving skills. Knowledge of Microsoft Office software including Excel and Teams. Ability to troubleshoot software and hardware issues.

Position Information

Class Code: A062C

Grade: GS08


Salary Range: $45,010.00 - $65,265.00


The Retirement Coordinator is responsible for overseeing and participating in member and retiree activities, member services counseling, member records accounting, retiree services benefits, retiree services payroll, and administrative services reporting of the assigned retirement system. This position is governed by state and federal laws and agency policy.


Supervises the work of subordinate professional and administrative staff by interviewing and recommending applicants for hire, providing policy procedures and instructions, assigning and prioritizing work assignments, reviewing work performed, evaluating employee performance, and auditing daily logs to ensure work functions are completed within specific timeframes. Oversees and may participate in counseling members and retirees by reviewing records to determine benefits, determining and explaining type of service to be established, authorizing the purchase or repayment of service, explaining death-in-service laws and reciprocal service, computing payments, benefits, or options available, and assisting members with applications. Develops and recommends implementation of new or revised operational procedures to improve operational efficiency. Provides staff with guidance in handling difficult or complex problems and in resolving escalated disputes. Interprets legislation and policy as it applies to specific retirement situations. Completes and or reviews section year end closeout functions and coordinates with other sections as required. Coordinates and corresponds with Social Security Administration to determine disability benefits. Participates in testing of new systems or system changes and special projects. Writes journal vouchers, balances monthly reports against internal controls, prepares warrant cancellations, and reviews and approves annuity vouchers. Performs other duties as assigned.



Knowledge, Skills, and Abilities

Knowledge of supervisory practices and procedures. Knowledge of laws, policies, and procedures governing retirement and social security systems contributions and benefits. Knowledge of the accounting principles and procedures. Knowledge of computers and software applications. Ability to plan, organize, and oversee the work of subordinates. Ability to interpret documents, such as statutes, rules, plans documents, and administrative policies and procedures. Ability to prepare and provide oral and written information and/or counseling to retirement system members and others. Ability to calculate figures and amounts of interest, reductions, and percentages. Ability to establish and maintain communications and effective working relationships with administrative officials, legislators, consultants, Board of Trustees, and system employees. Ability to evaluate members' retirement needs and options and recommend a course of action.

Minimum Qualifications

The formal education equivalent of a bachelor's degree in business administration, finance, accounting, or a related field; plus three years of progressively more responsible experience in retirement systems administration, financial accounting, public administration, or a related area, including one year in a supervisory capacity. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.