Manager, Retirement, Death and Disability Plans

BOP The Board of Pensions of the Presbyterian Church (USA); United States; On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Pension plan

403(b) retirement savings plan

Generous paid time off

Tuition assistance

Employee Assistance Plan

Job summary

The Board of Pensions of the Presbyterian Church (U.S.A.) in the United States seeks a Manager to ensure timely benefits processing by guiding a Pension and Disability team and resolving escalated issues. You will lead staff, monitor performance, ensure IRS 402(g) compliance, audit Retirement Savings Plan transactions, and drive continuous improvement in service delivery across departments.

Knowledge of Salesforce Service Cloud and case management is preferred; a bachelor’s degree and 5+ years

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in a benefits/customer service environment.
• 3+ years of leading and developing staff.
• Experience with case management and knowledge base tools.

Responsibilities

• Lead Pension and Disability Specialists through coaching and development.
• Manage the 402(g) project to ensure IRS contribution limits compliance.
• Review and audit Retirement Savings Plan transactions for accuracy.
• Monitor daily reports of escalated cases and adherence to processing guidelines.
• Support cross-functional teams and implement new service initiatives.
• Prepare cash-out reports for members who terminate participation.
• Assist Plan Operations, Finance, and Benefits with inquiries about administration.

Skills

Leadership

Customer service

Performance coaching

Cross-functional collaboration

Team development

Education

Bachelor’s degree or equivalent experience

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.

Benefits

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.

Equal Opportunity Employer

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.

About Us

We're the Board of Pensions, an agency of the Presbyterian Church (U.S.A.) that takes pride in offering a robust range of benefits and services to PC(USA) churches, agencies, mid councils, and affiliated employers - including educational institutions, camps, conference centers, retirement and senior housing communities, and human services organizations.

If you share our values and want to join an organization that is making intentional strides on its diversity, equity, and inclusion journey, and has been recognized regionally as one of the area's healthiest and best places to work, consider joining our culture and tradition of service.