Member Service Representative

The Illinois Municipal Retirement Fund (IMRF) provides death, disability, and pension retirement benefits to employees of local governments and school districts in Illinois (with the exception of the City of Chicago and Cook Cook County).  As the second largest – and best funded – statewide public pension system in Illinois, IMRF serves approximately 2,900 municipal employers in the State.  We are an award-winning organization, located in Oak Brook.  IMRF is looking for top talent, for a direct hire opportunity that is benefit eligible.  If you are passionate about customer service and meet the requirements, we want to hear form you.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond by telephone to inquiries regarding benefits and services in accordance with Article 7 of the Illinois Pension Code, and IMRF’s administrative policies.
• Handle member inquiries, assist with walk-in appointments, analyze and respond to customer requests primarily regarding: basic plan questions, the IMRF Regular & SLEP plans, Calculate and produce member Pension Estimates, refund issues, Purchase of Service issues, retiree issues including annuitant address and tax withholding changes, retiree death claims, member statement and account inquiries, requests for forms, brochures, booklets, and other documents, ERI issues, and web functionality issues;
• Identify caller’s needs and respond in an accurate and timely manner. When necessary, research and resolve problems; investigate and assist in the correction of errors.
• Communicate effectively and efficiently. Provide excellent, high quality, customer service to members and employers
• Maintain awareness of numbers of callers in queue. When necessary, modify call processing to provide the highest level of service to all callers.
• Input and retrieve computer information necessary to respond to inquiries, including mainframe, document imaging, and other software applications.
• Maintain records and document call information as directed. Return calls routed to Member Services.
• Exercise and maintain current knowledge of benefit, legislative, and administrative changes, as well as current events including issues that impact IMRF members.
• Maintain current knowledge of the operation of all other departments in IMRF.
• Correspond appropriately to routine written inquiries and requests received on the Internet and via mail.
• Maintain a work progress that meets the service goals established by the Member Services Manager.
• Communicate areas of difficulty and problems with supervisor and manager; communicate pending problems to appropriate IMRF staff
• Adhere strictly to “Log–On” schedules
• Special projects and other related duties when assigned
• Receptionist duties back-up as needed
• Support achievement of the organization’s Journey of Excellence, Vision and Strategic Objectives.

ADMINISTRATIVE

• Provide administrative support to Member Services Department as needed.
• Work with the Member Services Analysts as needed for continuous process
• Assist in clerical duties, including Financial Verification requests.
• Enroll member in workshops as requested.
• Other duties may be assigned.

WALK-IN MEMBERS

• Provide immediate service to walk-in members as appropriate based upon Business needs (e.g. receive forms or checks and log into system; issue forms; provide basic member support), or contact proper employee/department.
• Review direct deposit form 1199 to ensure completion and submit to Imaging.
• Review tax withholding form W-4P to ensure completion; submit to Imaging.
• Review designation of beneficiary form 6.11 and 6.11A to ensure all information is answered and signed; submit to Imaging.
• Review 5.10 refund applications to ensure completion and submit to Imaging.
• Accept payment for past service and forward to appropriate party.
• Seek assistance from Member Services Supervisor or Member Services Manager , when request from walk-in exceeds these requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Minimum 2 years of customer service experience. (Associate degree a plus).

WORK RELATED EXPERIENCE

• A minimum of 2 years of Customer Service experience
• Associates Degree a plus
• Excellent phone etiquette
• Must be available to work Monday – Friday 8:30 a.m. – 4:30 p.m. during training (approximately 4 months), following training the regular hours will be Monday – Friday from 9:30 a.m. – 5:30 p.m.

IMRF BENEFITS

• Generous insurance benefits, including medical and dental
• 35-hour base work week, Monday – Friday
• Death, disability, and pension retirement benefit as a member of IMRF
• Paid vacation, 12 paid holidays and 2 personal days
• Onsite amenities include health club, café, and salon
• Business casual attire
• Award-winning organizational approach to performance excellence