Member Services Bureau Director

Are you a seasoned manager with a strong commitment to program improvement and customer service? Do you have extensive experience leading and managing benefit programs? If YES, then apply now for an opportunity to use your skills with an organization that truly makes a difference in the lives of thousands!

What We're Looking For: The Division of Benefits Administration is seeking an experienced leader to manage and direct the delivery and operations of ETF administered benefit programs. We’re looking for an innovative and self-motivated problem solver who is skilled in adapting quickly to different challenges, can execute short and long-term goals within an organizational strategy, and has extensive experience directing customer-facing operations.

What We Offer: This is an excellent opportunity to develop a meaningful and rewarding career with ETF. Our employees have access to an excellent comprehensive benefit and compensation package, including generous paid time off so you can truly have work/life balance! If you have student loans and work full time in a public service job (like this one!) you may be eligible for the Public Service Loan Forgiveness Program.

Who We Are: The Department of Employee Trust Funds (ETF) manages retirement, insurance, and other benefit programs for 650,000 state and local government employees and retirees of the WRS. Our members are at the center of everything we do, and we're committed to enhancing their well-being by delivering expert guidance, strong, sustainable benefit programs, and an exceptional customer experience. We're looking for talented people who are active learners that build strong collaborative customer relationships (whether internal or external) and recognize the value different perspectives and experiences bring to our organization.

Where We're Located: ETF located in the award-winning city of Madison. Located just off University and Sheboygan Avenues, at 4822 Madison Yards Way, within walking distance to several parks, restaurants, and Hilldale Shopping Center.

As the Member Services Bureau Director, you will be responsible for managing and directing the delivery and operations of the primary customer service functions of the Division of Benefits Administration, including individual and group counseling of members, preparation of benefit estimates, and written or verbal responses to WRS member inquiries on all retirement and insurance benefit plans. The Member Services Bureau includes a member call center.

In a year, the Bureau handles more than 225,000 calls, conducts more than 4,700 individual counseling sessions, provides more than 25,000 written retirement and disability benefit estimates, and educates more than 15,000 members through group presentations and webinars, which are conducted both in person (at ETF headquarters and remotely) and via webinar or video over the Internet.

Please review the position description for more information.

This position is in classification Trust Funds Director (pay schedule/range 81-02), with an annual salary up to $112320, plus excellent benefits.

Pay for current and new state employees will be set in accordance with the Wisconsin State Compensation Plan in effect at the time of appointment.

To learn more about ETF’s total compensation package, please visit our Total Rewards Calculator!

ETF offers hybrid remote/office work. If interested in hybrid remote/office work, this can be discussed in more detail during the interview process. The selected employee(s) must report to ETF’s office on the first day of employment. In addition, the employee may need to report to ETF on short notice as operational needs require. All employees are expected to be headquartered and work within the state of Wisconsin.

ETF does not sponsor work visas. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check to determine whether the circumstances of any conviction may be related to the duties required of the position.

A 2-year Career Executive trial period or 1-year probationary period may be required.

Minimally Qualified candidates will have experience in all the following:

• Directly supervising other staff (e.g. hiring, assigning work, performance evaluation, discipline, etc.)
• Developing and implementing strategies for program improvement (e.g. sustainability, scalability, modernization, streamlining, etc.).
• Leading day-to-day business operations (e.g. establishing operational goals, measuring performance goals, developing policies and procedures, managing workload, resolving issues, etc.).
• Communicating with diverse stakeholder groups (i.e., customers, staff, management, and business partners, etc.).

In addition, Highly Qualified candidates will also have experience with some of the following:

• Developing employee performance standards
• Managing the administration of benefit programs
• Supervising lower-level supervisors (e.g. hiring, assigning work, performance evaluation, discipline, etc.)

To apply, click “Apply for Job” to start the application process. Follow the steps outlined in the application process and submit your application. To be considered for this position, you must attach a resume and letter of qualifications addressing your training and experience with the qualifications listed above.

Your letter of qualifications and resume are very important parts of your application and are used during our evaluation process to determine your eligibility for further consideration. For helpful tips, please review our instructions for developing your resume and letter of qualifications.

Online applications that do not include all requested materials may not be considered. Submitted materials will be evaluated by a panel of job experts and the most qualified applicants will be invited to participate in the next step of the selection process.

Permanent classified state employees who are eligible for transfer, voluntary demotion, or reinstatement should complete the application process described above by the stated deadline.

Qualified veterans with a 30% or greater service-connected disability should send your cover letter, resume, DD-214 (honorable discharge), and documentation of your service-connected disability rating (dated within 12-months) to ETF Human Resources: ETFJobs@etf.wi.gov. Current State employees are not eligible for non-competitive appointment.

For applicant questions or employment inquiries contact ETF Human Resources: ETFJobs@etf.wi.gov. Please see the Frequently Asked Questions for general wisc.jobs user information and technical assistance.

ETF is an Equal Opportunity and Affirmative Action employer seeking a diverse and talented workforce. Veterans, women, people of color, LGBTQIA , and people with disabilities are encouraged to apply. We provide reasonable accommodations to qualified applicants and employees with disabilities.

Application materials are due by 11:59 pm on March 4, 2025.