Considering internal candidates only at this time. Internal candidates must apply by Monday, January 27.
The Member Education Counselor - Oak Brook will demonstrate comprehensive customer service and benefits proficiency and will execute all phone, web-based, and in-person member counseling related duties and will be responsible to act as liaison between IMRF and its members, annuitants, and beneficiaries; to foster interactive informed and collaborative working relationships by providing excellent customer service.
Essential Duties and Responsibilities
- Coordinates and conducts phone, web-based, and in-person individual, group meetings, webinars, and workshops to educate and explain all member benefits under Article 7 and Article 20 of the Illinois Pension code. Will assist members on all IMRF processes, procedures, inquiries on policies and procedures and the use of member self-service portals.
- Provides individual counseling with members and member-related employer meeting requests regarding documents, procedures, and policies.
- Contributes to the development of department procedures and educational materials, webinars, and workshops.
- Provides feedback to department leadership regarding the concerns of members.
- Work with University of Illinois Extension and other vendors for summer and fall series of webinars for Retirees. Subject matters will cover lifestyle and financial series.
- Enters calls, emails, counseling sessions, meetings, and other transaction information into the line of business database.
- Forwards business expense reports, credit card vouchers, and meeting sign-in sheets on weekly basis to Member Education Supervisor.
- Attends and participates in staff meetings virtual or in-person as required by Member Education Supervisor.
- Collaborates with Member Education Supervisor with scheduling webinars, workshops, and other stakeholder (IEA) related meetings.
- Communicate areas of difficulty and problems to supervisor(s) and manager; communicate pending problems to appropriate IMRF staff.
- Maintain a work progress that meets the service goals established by the Member Customer Services Manager.
- Act as a liaison between Member Education Services department and all processing departments, share best practices and facilitate inter-department knowledge sharing.
- Foster a positive, team-centered culture in support of our Values and individual accountability.
- Support achievement of the organization’s Journey of Excellence, Mission, Vision and Strategic Objectives of IMRF.
- Other duties may be assigned.
Reception
- Greet all visitors in a professional manner.
- 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, update the Walk-In Log), or contact proper employee/department. (See Page 2 for a list of Walk-In Business Requirements.)
- Issue temporary badges to visitors and maintain log on a daily basis. Follow procedures for all visitors.
- Maintain information folders; maintain the business-like presentation of the reception area.
- Follow procedures for attendees to Board meetings and Committee meetings.
- Participate in Emergency Response Team, follow procedures when needed.
Telephone Console
- Answer incoming phone calls in a professional manner.
- Provide immediate service to callers as appropriate, based upon business needs (e.g., provide directions; answer questions regarding mailing dates for checks or other large mailings), or connect to proper employee and/or department.
- Keep alphabetical listing of all employee extensions. Keep current with changes.
- Provide correct department fax numbers to callers.
- Train relief Receptionists: ensure that they properly operate the console. Communicate all day-to-day events/issues to relief Receptionists.
- Advise Network Telephony Integration Analyst of any functional problems with the telephone system.
Administrative
- Provide administrative support to Member Services Department as needed.
- Assists in clerical duties, including fulfilling Financial Verification letters, Appointment Confirmation letters, Express Death letters, and preparing Counseling Surveys.
- Enroll member in workshops as requested.
Walk-In Members
- Review all forms received from walk-in members; ensure all information is answered and signed correctly and submit to Imaging.
- Accept payments for Past Service and forward to appropriate party.
- Answer general questions for members that come in without an appointment.
Education and/or Experience
Bachelor's degree (BA or BS) from four-year College or university AND two years related experience.
OR
Associates degree or 60 college credits AND four years of customer service experience. Business-related major preferred. PLUS
- Direct Contact with customers & clients via telephone, and/or face-to-face
- Experience with group presentations
- Administration of pension plan benefits
Preferred candidate will also demonstrate:
- Excellent public speaking skills
- Must have strong Microsoft Office skills including Outlook, Word, Excel, and PowerPoint.
IMRF Salary & Benefits:
The expected annual salary range for this role is $80,003 - $85,600. Please note the salary information is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. The range listed is just one component of IMRF's total compensation package for employees. Other factors include the following benefits:
• Generous insurance benefits, including medical and dental
• 35-hour base work week, Monday - Friday. Remote option of 1 day per week after 6 months of service.
• Death, disability, and pension retirement benefits as a member of IMRF
• Paid vacation, 12-13 paid holidays and 2 personal days
• Business casual attire
• Award-winning organizational approach to performance excellence
