Manager - Customer Service
$159,459,040–$159,459,040 year
On-siteSalt Lake City, Utah, United States
Job Summary
Manage day-to-day operations of the customer service team, including estimating benefits, counseling members via phone and appointments, and calculating final pension benefits. Conduct audits of processes to ensure compliance with Title 49, assign special projects, and evaluate performance for job retention and advancement. Resolve complex issues regarding Domestic Relations Orders and retirement applications while coordinating with IT to verify programs. Monitor team deadlines, train new hires, and set goals to maximize potential. Maintain strict confidentiality and obtain a Notary Public in the State of Utah.
Required Qualifications
- Bachelor's degree in business administration, accounting, finance, pension, or related field
- four (4) years of progressively responsible experience specific to retirement processing
- equivalent combination of education and experience
- working knowledge and ability of Microsoft Office Suite
- working knowledge and ability of Computer operations and technical software applications
- working knowledge and ability of Imaging process
- working knowledge and ability of Scanning process
- extensive knowledge of Purposes, principles, and practices of public retirement systems
- extensive knowledge of IRS codes, regulations, and policies
- extensive knowledge of Retirement laws, codes, policies, and guidelines
- extensive knowledge of Principles of organizational design
- working knowledge of Accounting, bookkeeping, and related statistical procedures
- working knowledge of Concepts of fractions, percentages, ratios, and proportions and how to apply in practical situations
- ability to Perform complex mathematical formulas and calculations
- excellent communications skills
- Negotiation and interview techniques
- Public speaking techniques
- Interpersonal conflict resolution method
- High level skill in technical writing
- Editing and proofreading
- Training methods
- Public relations
- Effectively promote organization and services offered
- Interpersonal communication theory and methods
- Communicate effectively verbally and in writing
- Establish/Maintain effective working relationships with public and private professionals, executives, department heads, co-workers, etc.
- Effectively supervise and motivate a team
- Analyze a variety of retirement issues and problems and make recommendations
- Obtain/Maintain a Notary Public in the State of Utah
- Follow written and verbal instructions
- Apply critical thinking techniques
- Prioritize work
- Perform within deadlines
- Ability to stay focused despite interruptions
- Work well in a team environment as well as independently
- Memory for details
- Operate a 10-key calculator
- demonstrate judgment, high integrity, and personal values consistent with the values of URS
Desired Qualifications
- specialized training in defined benefit and retirement system programs
- Certified Employee Benefits Specialist (CEB)
- other related certifications
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