Manager, Retirement, Death and Disability Plans

The Board of Pensions of the Presbyterian Church (U.S.A.); Philadelphia (Philadelphia County); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical, dental & vision

Defined benefit pension plan

403(b)(9) retirement plan

Generous paid time off

Tuition assistance

Employee assistance program

Disability coverage

Job summary

The Board of Pensions of the Presbyterian Church (U.S.A.) seeks a Manager to ensure timely benefits processing by leading the Pension and Disability Specialists and by resolving escalated issues. The role drives continuous improvement in service delivery and collaborates across Plan Operations, Finance, and Benefits.

Ideal candidates have 5+ years in a benefits/customer service setting, 3+ years in leadership, and experience with Salesforce Service Cloud and change management.

Qualifications

• Bachelor’s degree or equivalent experience in lieu of degree.
• 5+ years’ experience in a benefits/customer service environment, preferably defined benefits, defined contribution plans, and/or disability benefits.
• 3+ years’ experience in leading and developing staff; preferably in a benefits administration call center environment.
• Experience with leading customer care technologies, including case management and knowledge base, preferably Salesforce Service Cloud.
• Strong customer service orientation with the drive to deliver an exceptional customer experience.
• Exceptional oral, written, and interpersonal communication skills.
• Ability to collaborate cross-functionally and work across all management levels to implement new service initiatives.
• Experience with change management, project implementation, and process documentation.
• Willingness to stay current via seminars, industry literature, and formal training and development.

Responsibilities

• Provides effective leadership to Pension and Disability Specialists by managing performance and ensuring professional development.
• Manages compliance with IRS regulations on maximum contribution limits via the 402(g) project.
• Reviews and audits Retirement Savings Plan transactions for accuracy.
• Monitors daily reports of escalated cases to maintain productivity and adherence to guidelines.
• Ensures compliance with business processes and seeks efficiencies through adjustments.
• Resolves escalated issues with development of management support.
• Prepares cash-out reports by creating cases for eligible participants after termination.
• Supports colleagues in Plan Operations, Finance, and Benefits with inquiries and new initiatives.

Skills

Leadership

Coaching & development

Customer service

Interpersonal communication

Cross-functional collaboration

Change management

Process documentation

Education

Bachelor’s degree or equivalent

Tools

Salesforce Service Cloud

Job description

The role:

The Manager ensures all benefits are processed timely by managing team performance and resolving escalated issues and exceptions. This individual supports and executes effective business processes, procedures, and solutions to drive a culture of continuous improvement into service delivery at all levels.

What you will do:

• Provides effective leadership to the Pension and Disability Specialists by managing individual performance, providing coaching and feedback, and ensuring the team’s continued professional development.
• Ensures plan compliance with IRS regulations on maximum contribution limits by managing the 402(g) project.
• Reviews and audits Retirement Savings Plan transactions to ensure accuracy.
• Ensures team productivity by reviewing daily reports of escalated cases and cases outside of processing guidelines, such as service level agreement and planned resolved date.
• Ensures compliance with business processes and procedures and reviews and adjusts to gain efficiencies.
• Provides management support to resolve escalated issues and exceptions.
• Prepares cash-out reports by creating cases for members who qualify after terminating plan participation.
• Assists colleagues in Plan Operations, Finance, and Benefits with inquiries about the administration of benefits and the development of new initiatives for the pension, death, disability and retirement savings plans.

What you need to succeed:

• A bachelor’s degree or equivalent experience in lieu of degree.
• 5 + years’ experience in a benefits/customer service environment with preference given to Defined Benefits, Defined Contribution plans, and/or disability benefits experience.
• 3+ years’ experience in leading and developing staff; preferably in a benefits administration call center environment.
• An ability to lead, motivate, and develop staff.
• Experience with leading customer care technologies, including case management and knowledge base, preferably Salesforce Service Cloud.
• Strong customer service orientation with the drive to deliver an exceptional customer experience.
• Exceptional oral, written, and interpersonal communication skills required for providing excellent service delivery.
• An ability to collaborate cross-functionally and work across all levels of management to identify and implement new service initiatives.
• Experience with change management, project implementation, and process documentation.
• An ability, interest and desire to stay current via seminars, industry literature, and formal training and development.

We offer a generous benefits package for eligible employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.