What are the responsibilities and job description for the ERS - Specialty Operations Services Specialist position at EMPLOYEES RETIREMENT SYSTEM?
Our mission is simply stated: ERS offers competitive benefits to enhance the lives of its members. Each team member across the agency contributes to our ongoing success. ERS operates in a hybrid work environment, with flexible work schedules available to all employees.
Seeking a Specialty Operation Services Specialist to perform complex (journey-level) consultative services and technical assistance work. Work is performed in a fast-paced environment answering complex incoming inquiries, complaints and service escalations resulting from member interactions with agency personnel or external stakeholders. Provides support to a wide variety of both internal and external customers while maintaining exemplary standards of customer service. Represents the department and division in a variety of agency and vendor initiatives and projects. May provide guidance to others, to include training existing and new staff. Work is performed under general supervision of the Specialty Operations Services supervisor or other designee within Benefits Counseling, with moderate latitude for the use of initiative and independent judgment while maintaining a high level of discretion working with confidential member information.
Essential Responsibilities include, but are not limited to:
- Assists Specialty Operation Services Team in the creation and facilitation of long term training initiative within the Customer Benefits Division.
- Facilitates training for both new and existing staff.
- Provides exceptional service as defined by Benefits Counseling quality guidelines.
- Efficiently answers questions, educates, and counsels ERS employees and members regarding state employee benefits programs, including insurance, retirement, online tools, and any ERS related matters.
- Researches, diffuses and works toward the prevention of ongoing and future complex escalations.
- Assists Customer Benefits leadership in the training, coaching and development of Benefits Counseling personnel.
- Produces reporting, analysis and documentation as needed.
- Identify training needs and contribute to the development and delivery of training, educational and reference materials.
- Acts as department or division liaison with GBP vendors; participates in operational, customer service and communications initiatives.
- Reviews program communications to ensure complete, accurate and clear information.
- Provides back up and assistance to the other members of the Specialty Operation Services Team as needed.
Required Minimum Qualifications: Your application for employment must reflect how you meet each of the following minimum qualifications:
- Graduated from an accredited college or university. Each year of qualifying experience over the required minimum can be substituted for one year (30 semester hours) of required college credit.
- Three (3) years of customer service experience.
- Two (2) years of experience applying and explaining complex laws, rules, policies and procedures.
- One (1) year of experience using Windows based computer software, including Microsoft Office, and Internet Explorer.
Preferred Qualifications: Your application for employment should reflect how you meet the following preferred qualifications:
- Experience as a Retirement System Benefits Counselor, with training in both retirement and all other benefits offered by ERS.
- Experience coaching and directing the work of others.
- Experience teaching or training others.
PLEASE NOTE: All applications should contain complete job history entries, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.
Other Information: This is not a remote only position. This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquiries can be made to employment@ers.texas.gov. Please note: Internal applicants in the same salary group and classification as the posted position are eligible to receive an increase in salary where applicable up to the posted maximum.
Military Occupational Specialty Codes:
Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty (https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Human Resources at employment@ers.texas.gov with questions or for additional information.
How to Apply: Submit the following to the ERS Human Resources Office:
A State of Texas Application for Employment submitted online through CAPPS Recruit.
- Use the link below to create a CAPPS Recruit account and build your profile on the “My JobPage” tab in the upper left corner of the screen.
- https://capps.taleo.net/careersection/327/jobsearch.ftl?lang=en
- Once your profile is complete, click on the “Job Search” tab in the upper left corner of the screen to view available career opportunities and submit your application.
- Note: Resumes will be accepted only as supplements to a State of Texas Application for Employment.
Applications submitted through Work in Texas:
If you apply for an ERS position via Work in Texas https://www.workintexas.com/vosnet/Default.aspx, you will also need to complete a supplemental questions form. For more details, refer to the instructions in the email you receive from CAPPS Recruit.
Please contact a Human Resources representative if you need assistance or require accommodation during the application process.
Email: Employment@ers.texas.gov
Web: www.ers.texas.gov
Relay Texas TDD: (800) 735-2989
LinkedIn: https://www.linkedin.com/company/employees-retirement-system-of-texas/
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