Title: Contact Center Representative - Hybrid Retirement Counseling Representative (Remote)
State Role Title: Salary Non-Specified
Hiring Range: $73,707
Pay Band:
Agency: Virginia Retirement System
Location: Virginia Retirement System
Agency Website: www.varetire.org/careers
Recruitment Type: General Public - G
Job Duties
The Virginia Retirement System is seeking to hire a contact center representative to work remotely as a Hybrid Retirement Counseling Representative. The Hybrid Retirement Counseling Representative provides VRS retirement plan counseling through a variety of mediums to educate the agency’s members, retirees, and employers regarding their VRS benefits and processes. In addition, the role provides in-depth retirement information via phone, email, and presentations to VRS Hybrid Plan members, and analyzes, resolves, and escalates issues that arise during communications with employers and members.
PLEASE NOTE: This position requires independent and group travel conducting presentations on VRS products and services.
Essential duties include but are not limited to:
• Serves as a front-line representative of VRS to explain benefits, services, and all related procedures for the Hybrid Retirement Plan.
• Coordinates and delivers employer and member education seminars and counseling via multiple delivery mediums, including conducting one-on-one counseling sessions.
• Provides counseling to employees whose employer is joining VRS and coordinate onboarding activities.
• Partners with other business units and third-party administrators to develop presentation content.
• Liaises as necessary with other VRS teams and business units to resolve member and employer issues related to the hybrid retirement plan.
• Assists employers with enrolling employees and maintaining the submission of the monthly contributions.
• Assists members, retirees, and employers with accessing and navigating various technologies, including, but not limited to, myVRS Navigator, the VRS website, and personal myVRS accounts.
• Travels independently and with others to conduct VRS benefit presentations. Travel may include same day or occasionally overnights, evenings and weekend hours during peak periods.
• Participates in cross-hierarchal teams and contributes to improving services across agency lines.
• Performs various other duties and participate in special projects as assigned.
• Serve as backup for other member, online, employer, and retiree teams as assigned.
Minimum Qualifications
High School Diploma or equivalent GED.
Two (2) years experience customer service, benefits administration or related experience or an equivalent combination of education and experience.
Desired skills and abilities include:
• Ability to interpret and apply administrative, legal, and regulatory guidelines.
• Ability to maintain a high level of proficiency with VRS applications; understand reporting mechanisms and processes; and provide technical assistance to members, retirees, and employers.
• Strong math skills and the ability to analyze and perform variable calculations and financial interpretations.
• Excellent customer service and public speaking skills and the ability to deliver presentations.
• Ability to follow established procedures; complete assignments within established deadlines; work well under pressure; solve problems; prioritize; manage time; and work independently with minimal supervision.
• Proficiency in Microsoft Office, particularly in Word and Excel.
• Ability to maintain a valid driver’s license or the ability to drive a state owned vehicle is required.
• Ability to load and transport session materials, displays and other equipment.
• Occasional overnights, evening and weekend hours required, especially during peak travel periods.
Additional Considerations
Prior pension, benefits, retirement planning, retirement education, and counseling experience. Familiarity with the Virginia Retirement System and associated retirement plans.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Selected applicants will be contacted to participate in pre-screening assessments. The first will be a virtual phone screening and the second will be an assessment through Criteria. The link for the Criteria assessment will come directly from the vendor not VRS and is a required interview step to be considered for an interview. Please be sure to check your email regularly for links and/or application status updates as no phone calls will be made.
Contact Information
Name: Human Resources
Email: careers@varetire.org
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.
