Only accepting internal applicants at this time. Deadline for internal candidates to apply is Wednesday, March 19.
Primary responsibility is to supervise staff in the Member Education Unit who will act as liaisons between IMRF and our Members and Retirees. This staff is made up of 6 Counselors and two Receptionists which are responsible for providing member education in retirement benefits, retirement planning, disability benefits, and other IMRF services available to members through counseling; presentations; workshops/webinars; and benefit fairs held for our members and retirees. Additional responsibilities include receptionist/administration duties and serving as back up to other department members responsible for handling incoming secure email messages. The Member Education Team Leader is also responsible for proactively monitoring customer service delivery standards and goals as well as proactively assessing needs for improvements in the member education program to keep pace with similar retirement benefits education and customer service best practices.
Essential Duties and Responsibilities
- Supervises, trains, and communicates with staff to educate Members in an effective, efficient, courteous, and accurate manner in accordance with Article 7, and Article 20 of the Illinois Pension Code, and IMRF’s administrative policies and customer service goals.
- Oversee and / or arrange for the necessary new and on-going procedure training to expedite new staff employees becoming productive; and to maintain a high level of competency in the experienced staff.
- Collaborate with staff and the Member Services Manager to develop department and unit operating procedures, monitor and revise department processes. Resolve operating problems within the department and between departments at IMRF.
- Provide supervision in planning, directing, and evaluating all aspects of Member Education programs for members, retirees, and special interest/member-based stakeholder groups.
- Arrange education and coordination as needed by employers for IMRF member meetings held at employer or other non-IMRF facilities.
- Foster a positive culture in support of our Mission, Vision, Values, and individual accountability.
- Prepare reports (including detailed statistical reports), memoranda, and related correspondence necessary for the effective and efficient operation of the Member Education unit and Member Services department.
- Determine and make recommendations to the Member Services Manager regarding staff needs.
- Direct and evaluate staff to ensure compliance with Member Services unit and department standards, and IMRF policies and procedures.
- Assist department manager with information and performance-related metrics derived from the line of business solutions to maintain and improve customer service.
- Attend, participate in, and contribute to meetings such as Business Modernization, Publications previews, and other meetings, the results of which do now and/or will in the future influence how, why, and when members, employers on behalf of members, and beneficiaries contact IMRF through current methods as well as by other methods that may develop in the future.
- Support achievement of the organization’s Journey of Excellence, Vision and Strategic Objectives.
- Communicates effectively with manager to provide information as to volume/type of calls, problems encountered or perceived as problems by callers and visitors and efficiency of the service area. Communicates new ideas, developmental needs to manager for improvement in customer service.
- Direct and evaluate staff to ensure compliance with Member Services Unit Standards and IMRF policies and procedures.
- Coordinates information to be disseminated to MSU personnel due to participation in Communications meetings and other meetings.
- In times of significant provide resources for backup assistance for responding to secure email messages.
- Act as liaison between overall Member Services area and other retirement fund departments.
- Assist manager in establishing and evaluating standards of service expected, and other department activities.
- Prepares reports, memos, and related correspondence as necessary to the operation of the customer service unit.
- Participates in IMRF presentations and other functions as requested.
- Provide excellent, high quality, customer service to members.
- Communicate effectively and efficiently with members, employers, and annuitants. Answer customer questions, receive, analyze, and respond to customer requests, and provide information
- Research and resolve problems. Investigate and assist in the correction of errors
- Respond to Customer Feedback concerning all issues relative to IMRF
- Provide written responses to member requests for information, when necessary, other correspondence and forms as necessary
- Maintain current, accurate knowledge of IMRF legislation, policies, and procedures.
- Maintain current knowledge of the operation of all other departments in IMRF
- Special projects and other related duties when assigned
- Communicates new ideas, developmental needs to manager for improvement in customer service.
- Other duties may be assigned.
Supervisory Responsibilities
- Supervises employees in the IMRF Oak Brook and Springfield Counseling Center.
- Responsible for the overall direction, coordination, and evaluation of this unit.
- Carries out Team Leader responsibilities in accordance with the organization's policies and applicable laws.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
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
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 or supervisory experience. Business-related major preferred.
- 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 leadership skills
- Excellent public speaking skills
- Must have strong Microsoft Office skills including Outlook, Word, Excel, and PowerPoint.
(Experience preparing presentation slides using Power Point or any other presentation Program)
Other Qualifications
- Must have exceptional customer service skills, including the ability to handle complaints and issues with the utmost professionalism
- Must have a valid driver's license
- Must be available for travel as needed
The expected annual salary range for this role is $91,992 - $97,511.
