Member Services Manager — Hybrid/Remote Eligible

Colorado PERA; Westminster (CO); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Hybrid Work Option

Job summary

Colorado PERA in Westminster, CO seeks a Member Services Manager to oversee daily operations of a team within the Member Services Division, ensuring high-quality service and member satisfaction. You will coach staff, set measurable standards, resolve escalated issues, and drive process improvements to enhance the member experience.

You will base in Westminster with initial training in Denver or Westminster, collaborating across divisions, managing performance, and guiding strategic direction

Qualifications

• Bachelor’s degree or equivalent education with progressive experience in benefits administration or financial services.
• Demonstrated leadership and management capabilities.
• Ethical decision-making, discretion, and sound judgment.
• Strong verbal and written communication, interpersonal, and collaboration skills.
• Ability to prioritize and organize work with minimal supervision; urgency when needed.
• Knowledge of information systems, databases, and PC applications.
• Ability to explain complex information clearly.
• Attention to detail and mathematical analysis proficiency.
• Willingness to travel as necessary for business purposes.

Responsibilities

• Leads and supervises a team responsible for administering PERA’s retirement, disability, and survivor benefit programs.
• Collaborates with other managers in the daily operations of the Member Services Division.
• Ensures staff have resources and tools to perform duties, research issues, and provide timely information and solutions.
• Sets standards for productivity and development; conducts performance reviews and corrective action.
• Evaluates service quality; coaches staff and provides feedback.
• Analyzes service data to drive decisions and improve processes.
• Partner with Human Resources in interviewing, hiring, and training team members.
• Investigates escalated issues and resolves complex cases in line with statutes and rules.
• Oversees administration areas, policies, and procedures.
• Coordinates with internal divisions and outside vendors on systems, forms, and publications.
• Identifies process improvements and presents justified changes.
• Communicates status and issues to senior management and implements feedback.
• Supports organizational change and communicates strategic direction to staff.
• Pursues ongoing professional development opportunities.
• Maintains regular attendance; performs other duties as assigned.

Skills

Leadership

Communication

Problem solving

Attention to detail

Time management

Adaptability

Education

Bachelor’s degree in business, finance, public administration, or equivalent

Job description

Colorado PERA in Westminster, CO seeks a Member Services Manager to oversee daily operations of a team within the Member Services Division, ensuring high-quality service and member satisfaction. You will coach staff, set measurable standards, resolve escalated issues, and drive process improvements to enhance the member experience.

You will base in Westminster with initial training in Denver or Westminster, collaborating across divisions, managing performance, and guiding strategic direction