Retirement Specialist 2 (ERB #10114275)

$19.82 - $31.71 Hourly

$41,218 - $65,949 Annually

This position is a Pay Band 60

Posting Details

THIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE.

Why does the job exist?

This position is the face of the New Mexico Educational Retirement Boards (NMERB) and is responsible for the majority of interactions with external parties (members, retirees, employers, etc.). More specifically, this RS2 is responsible for handling the more complex questions, and receiving escalation handoffs. The position must at all times provide these parties with high quality and efficient service, and the job function is critical for delivering information about the agency. They must be comfortable with a wide variety of topics and able to answer detailed questions quickly, such as the status of retirement processes, and understand the specifics of eligibility requirements, membership statements, refund information and monthly benefit amounts. This position is responsible for providing front-line customer service to the online participant by troubleshooting and guiding them through ERB's member self service portal.

How does it get done?

This unit serves as the first line of communication with our members, retirees and employers and functions as the primary point of contact between the agency and the public. This position functions as first tier support for the call center.

Who are the customers?

The active and inactive members of the New Mexico Educational Retirement Board and NMERB Local Administrative Units.

Ideal Candidate

The ideal candidate will have the following experience:

-Call Center experience
-Excellent analytical thinking skills
-Exceptional Customer Service Skills

Minimum Qualification

High School Diploma or Equivalency and two (2) years of direct experience in bookkeeping, retirement processing, benefits administration, and/or auditing. Substitutions Apply. See Substitution Table below.

Substitution Table

These combinations of education and experience qualify you for the position:
Education Experience 1 High School Diploma or Equivalent AND 2 years of experience 2 Associate's degree or higher (Bachelor's, Master's) AND 0 years of experience
• Education and years of experience must be related to the purpose of the position.

• If Minimum Qualification requires a specific number of "semester hours" in a field (e.g. 6 semester hours in Accounting), applicants MUST have those semester hours in order to meet the minimum qualifications. No substitutions apply for semester hours.

Employment Requirements

Must possess and maintain a valid New Mexico Driver's License. Pre-employment background investigation is required and is conditional pending results.

Working Conditions

Work is usually performed in an office setting, with extensive exposure to Visual/Video Display Terminal (VDT), personal computer and telephone usage. This position also requires the employee to use a copy machine, printer, fax machine and 10 key calculator. Sitting for long periods of time, bending, stooping to file, and occasionally lifting a minimum of 25 pounds.

Supplemental Information

Benefits:

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Agency Contact Information: Melinda Garcia. Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.