Job Information
State of Minnesota Member Services Team Lead - Retirement Services Specialist Principal in St. Paul, Minnesota
Working Title: Member Services Team Lead
Job Class: Retirement Services Specialist Principal
Agency: Teachers Retirement Association
Job ID : 81770
Location : St. Paul
Telework Eligible : Yes
Full/Part Time : Full-Time
Regular/Temporary : Unlimited
Who May Apply : Open to all qualified job seekers
Date Posted : 11/13/2024
Closing Date : 12/03/2024
Hiring Agency/Seniority Unit : Teachers Retirement Assoc / Teachers Retirement Asc-MAPE
Division/Unit : TRA Pension Administration/TRA Member Services Department
Work Shift/Work Hours : Days
Days of Work : Monday - Friday
Travel Required : Yes - Up to 10%
Salary Range: $29.78 - $43.82 / hourly; $62,180 - $91,496 / annually
Classified Status : Classified
Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE
FLSA Status : Nonexempt
Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes
The work you'll do is more than just a job.
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
Teachers Retirement Association (TRA) has been providing pension coverage to Minnesota educators for decades, with a mission to help members and their beneficiaries plan for an independent and financially secure retirement. We are currently seeking job candidates with strong leadership, communication, and mathematical skills to serve as a team lead for our TRA Contact Center (a phone center environment).
The Member Services Team Lead will report to the Director of Member Services, and will assist with leading the Member Services Department. The incumbent hired into the role will perform advanced professional audit, computational, analytical, and counseling work in order to determine retirement benefits for TRA members; provide benefit estimates to future benefit recipients; and assist TRA staff with complex benefit calculations and questions. The position will also be tasked with scheduling contact center staff; providing ongoing training/coaching to new and existing staff; and performing quality assurance tasks by monitoring calls, e-mails, and chat sessions. Lastly, the incumbent will collaborate with TRA’s Information Technology Division for enhancements and/or upgrades to TRA’s current Cisco Finesse phone system.
This position is located at our Saint Paul, Minnesota office. The role is telework eligible, but will require the incumbent to work a schedule that includes some in-person work. TRA prioritizes work-life balance for our employees and may request, only on occasion, that staff work overtime and/or flex their time in order to complete critical projects or meet important deadlines. Typically, full-time, non-exempt employees at TRA work a 40-hour workweek. Travel maybe required occasionally, up to 10%.
Minimum Qualifications
Three (3) years of professional experience in a call center environment providing customer service related to employee and/or government benefits administration, accounting, payroll, finance, or insurance.
A Bachelor’s Degree in Business or Public Administration, Accounting, Finance, Math, Economics, or closely related field can substitute for one (1) year of experience.
Experience must also demonstrate the following:
Demonstrated experience performing and auditing complex calculations.
Ability to present, explain, and train on complex financial concepts to a variety of audiences.
Ability to plan, organize, and successfully manage competing priorities, deadlines, and call center scheduling.
Ability to lead, coach, and provide constructive feedback to employees.
Ability to diagnose problems and recommend solutions for process improvement purposes.
Strong knowledge of telephonic, scheduling, and computer systems commonly used in call centers.
Strong interpersonal, written communication, and verbal communication skills necessary to collaborate on enterprise projects and initiatives; communicate information about sensitive topics; influence others to resolve conflicting viewpoints; and champion a work culture that advocates for inclusion.
Advanced proficiency in using Microsoft Word, Excel, Access, PowerPoint, and Outlook; WebEx Contact Center and/or Cisco Unified Contact Center; or equivalent software packages..
Successful candidates must also be able to secure own transportation for in-state business travel.
Preferred Qualifications
Leadership experience in a call center environment.
Experience in a call center environment that provides both phone and chat services to customers.
Experience using Calabrio services including Call Recording and Calabrio Workforce Management.
Experience communicating financial concepts to diverse audiences and stakeholders.
Experience providing retirement or pension benefit services.
Possession of a Bachelor’s degree or higher in Business, Accounting, Finance, Math, Public Administration or a related field.
Physical Requirements
This position requires occasional transporting of articles such as file folders, ledgers and/or small tools. May be required to move or maintain a stationary position for long periods of time.
Additional Requirements
* Successful candidates must pass past-employer reference checks and a criminal background check. *
It is the policy of TRA that all finalist(s) submit to a background check prior to employment. The background check may consist of the following components:
State of Minnesota state government employment records check (applies to current and past State of Minnesota state government employees only)
Criminal History Check
Employee Reference Check
Social Security and Address Verification
Education Verification
Driver's License Check
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made 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 . Please indicate what assistance is needed.