Service Retirement Specialist I (Hybrid)

Title: Service Retirement Specialist I (Hybrid)

Agency: Virginia Retirement System

Location: Virginia Retirement System - Main Office

FLSA: Non-Exempt

Hiring Range: $66,292 - $68,000

Full Time or Part Time: Full time

Additional Detail

Applications must be submitted by 11:59 PM (EST) the day before the posted End Date.

Please read all information in the Important Notices section.

GROW YOUR CAREER SERVING THOSE WHO SERVE OTHERS!

The Virginia Retirement System (VRS) is seeking a customer service specialist to play a vital role in supporting VRS members as they begin their retirement journey.

The Service Retirement Specialist I processes and calculates service retirement benefits for members, ensuring benefits are processed accurately and timely in accordance with the Code of Virginia, VRS policies, procedures, and established business rules. The position gathers and analyzes member data, applies established formulas and procedures, reviews benefit calculations for accuracy, and provides information and assistance to colleagues and internal business units.

The Service Retirement Specialist I recognizes complex, unusual, or non-routine cases and escalates them to the appropriate Service Retirement Specialist II, Team Lead, or Supervisor. The position also contributes to research, system testing, data correction, process improvement, special projects, and cross-functional initiatives as needed.

The Service Retirement Specialist I is the entry level of the Service Retirement Career Ladder series.

Essential duties include but are not limited to:

Retirement Benefit Processing

• Calculates service retirement benefits in accordance with the Code of Virginia, VRS policies, procedures, and established business rules by gathering and analyzing member data, applying appropriate formulas, and utilizing designated systems.
• Reviews and evaluates retirement benefit calculations for accuracy, completeness, and compliance with applicable requirements.
• Conducts an overall assessment of processed retirement applications and approve cases within established authority.
• Identifies discrepancies, resolve issues, and escalate complex or unusual cases to the appropriate Specialist II, Team Lead, or Supervisor.

Customer & Internal Support

• Provides accurate and timely information and assistance to members regarding retirement benefits through telephone and other communication channels.
• Provides support to team members and other VRS business units regarding retirement benefit questions and processes.

• Answers the internal ACD line to assist the Customer Contact Center with retirement-related questions.

Research, Systems & Problem Resolution

• Conducts research and testing related to retirement processes, systems, policies, and business rules.
• Identifies system and data issues and submit data fixes in accordance with established procedures.
• Collaborates with IT and Team Leads to investigate, test, and resolve system-related issues.
• Identifies recurring processing issues and contribute to recommendations for process or system improvements.

Team & Organizational Contribution

• Executes and communicates applicable policies, procedures, and business rules.
• Participates in cross-functional and cross-functional teams to support continuous improvement across agency lines.
• Contributes to special projects and other initiatives as assigned.
• Performs administrative duties necessary to support the Service Retirement function.
• Performs other duties as assigned.

Maintains a high level of accuracy and attention to detail when processing retirement benefits, recognizing that errors may directly affect member benefits and retirement outcomes.

Education and Experience:

Associate’s degree in Accounting, Business Administration , Math , Finance or closely related field.

Bachelor's degree preferred.

Two (2) years of experience in administrative work with Benefits Administration preferred, working with large data bases and web-based systems, or an equivalent combination of education and experience.

Skills and Abilities:

• Ability to interpret and apply applicable laws, regulations, VRS policies, procedures, and business rules.

• Strong analytical, research, and problem-solving skills, including the ability to review complex calculations and identify root causes.

• Proficiency with Microsoft Office applications, web-based systems, and large databases.

• Strong customer service and communication skills, with the ability to explain complex retirement information clearly and professionally.

• Strong attention to detail, accuracy, and ability to meet deadlines while managing competing priorities.

• Ability to follow established workflows, exercise sound judgment, and work independently with minimal supervision.

• Ability to create, submit, test, and validate data fixes in accordance with established procedures.

• Ability to adapt to changing policies, procedures, technology, and business needs.

Hiring Range: