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Employer Advocate

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State of Indiana

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Government & Politics
  • Indianapolis

AI generated summary

  • You need knowledge of INPRS pension plans, strong customer service skills, problem-solving abilities, and experience in the financial services or pension industry. An associate’s degree is preferred.
  • You will resolve employer inquiries on retirement processes, track interactions, develop relationships, stay updated on regulations, and suggest improvements for customer service.

Requirements

  • Knowledge of all INPRS pension plans, systems; federal and state tax laws/policies/procedures as they pertain to INPRS.
  • Ability to answer or resolve complex issues and provide training and assistance to others over the phone or via email and all media channels.
  • Maintaining a professional demeanor in all situations.
  • Demonstrating patience while determining caller’s needs.
  • Using customer service techniques to effectively manage challenging customers.
  • Taking ownership of an issue and seeing to it that the situation is resolved as promptly and effectively as possible.
  • Research and following-up on complex issues. Documenting various obstacles and offering solutions to complex customer service problems.
  • Engaging the appropriate person/department to solve a problem for a member or employer.
  • Ability to learn and understand the functions of INPRS’ systems, e-mail software and other personal computer skills.
  • Strong computer skills in Microsoft Office, Windows and e-mail.
  • A positive attitude, passion for providing world class customer service, and an emphasis on problem solving.
  • Exceptional oral and written skills needed for communications over the phone and in writing with members and INPRS staff.
  • Excellent problem solving, research and analytical skills necessary for interpreting and responding to technical inquiries from various sources.
  • Ability to perform multiple tasks on a daily basis.
  • Strong organizational skills needed in setting priorities and effectively meeting deadlines.
  • Associate’s degree and at least one year of customer service experience; or High School diploma/GED with three years of customer service experience.
  • Experience in financial services, insurance, group benefit or pension industry.

Responsibilities

  • Work directly with our Employers to answer questions and resolve issues, including but not limited to PERF, TRF, and Non-PERF retirement and disability processes, plan provisions and any other day to day items relating to the administration of the INPRS retirement plans.
  • Communication with Employers which may include; requests for missing/incomplete information, account status, issue resolution, timetables, and wage and contributions.
  • Knowledgeable on technologies including but not limited to ERM, INPAS, INPRS Web, Looker, etc.
  • Develop Employer relationships.
  • Respond to inquiries regarding any and all INPRS-related inquiries and providing the necessary supplemental informational materials that reinforce the interaction with Employers.
  • Knowledgeable on the relevant Indiana code sections and stay up to date regarding changes to the code and any other applicable statutes.
  • Interpret and explain the benefit provisions of all retirement plans administered by INPRS.
  • Track all contacts made with employers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently.
  • Partner with the Employer Advocate Team management to identify business processes that undermine adequate customer service and make recommendations for their resolution.
  • Other related duties and projects as assigned.

FAQs

What is the salary range for the Employer Advocate position?

The salary range for this position is $35,000.00 - $40,250.00.

Is there a requirement for onsite training?

Yes, this position requires up to 10 weeks of onsite training.

Where is the workplace located?

The workplace is located in downtown Indianapolis, near the circle and across the street from the state house.

What are the educational requirements for this position?

The position requires either an Associate’s degree with at least one year of customer service experience, or a High School diploma/GED with three years of customer service experience.

What experience is preferred for applicants?

Experience in financial services, insurance, group benefit, or the pension industry is preferred.

Are there opportunities for career advancement within the State of Indiana?

Yes, the State of Indiana offers diverse career opportunities across 60+ agencies, and is committed to employee development and promotion based on individual ability and job performance.

What benefits are included in the comprehensive benefits package?

The benefits package includes healthcare coverage, health savings account with employer contribution, employer-funded retirement plan, flexible spending account, paid leave, tuition reimbursement, group life insurance, and more.

How many paid holidays does the position offer?

The position offers 12 paid holidays, with 14 during election years.

Is the Indiana Public Retirement System an equal opportunity employer?

Yes, the Indiana Public Retirement System is an Equal Opportunity Employer and is committed to providing equal employment opportunities without discrimination.

What skills are important for the Employer Advocate position?

Strong interpersonal skills, problem-solving abilities, exceptional oral and written communication skills, strong organizational skills, and the ability to learn and understand INPRS systems are important for this position.

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State of Indiana

Taking Indiana infrastructure, economy, public health, and community to the #NextLevel

Government
Industry
10,001+
Employees

Mission & Purpose

State government is more than senators, representatives, and elected officials. We build highways, provide drivers licenses, protect our children and vulnerable populations, create jobs, connect Hoosiers to job opportunities, maintain state parks, train law enforcement officers, and we run museums and hospitals. We also provide unemployment insurance, disability, and workers compensation, among countless other services. We're 30,000 strong and still have more work to do.