Program Coordinator III

State Treasurer; Raleigh (NC); Hybrid; USD 48,000 - 83,000; Full time

Job summary

The State Treasurer Retirement Systems Division is seeking a Program Coordinator III to assist active and retired state employees, beneficiaries, employers, and agencies with retirement and benefit inquiries. You will counsel and educate on benefit programs and explain statute details with a strong customer service focus.

Responsibilities include handling calls and emails from across the state, applying retirement laws, researching complex questions, and coordinating with agencies to provide

Qualifications

• Knowledge of retirement, insurance benefits, financial planning, and customer service principles.
• Ability to troubleshoot login errors and diagnose system issues to implement solutions.
• Two years’ experience in interpreting and communicating employee benefits.
• Two years’ experience in a call center environment.

Responsibilities

• Counsel and educate active and retired state employees, beneficiaries, employers, and agencies on retirement programs.
• Handle calls and emails from across the state with accurate information and follow-up.
• Research complex benefit provisions and interpret statutes and regulations.
• Provide technical assistance to HR professionals regarding retirement systems.

Skills

Retirement benefits knowledge

Customer service

MS Office

Call center experience

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Agency Dept of State Treasurer Division Retirement Division Job Classification Title Program Coordinator III (S) Position Number 65034843 Grade NC12

About Us

Our mission is to preserve, protect and sustain the states pension and healthcare plans, generate investment returns in excess of comparable public pensions, properly account for and report on all funds that are deposited, invested, and disbursed through the North Carolina Department of State Treasurer, assure the financially sound issuance of debt for state and local governments, maintain the states "AAA" bond rating, and provide exemplary service across all divisions of the Department.

Description of Work

The primary purpose of this position is to assist active & retired state and local government employees, beneficiaries, employers and agencies with retirement and benefit inquiries by counseling and educating them on benefit programs administered by the Retirement Systems Division and with explaining statute details and legislative interpretations. This section receives phone calls and e-mails from employees and employers from all around the state regarding all the different retirement systems and responds to a variety of calls and e-mails from simple, moderately complex to very complex questions. These Counseling Center Counselors are trained as subject matter experts regarding all matters retirement and are equipped to handle even the most complex situations that require additional research and follow up, with an awareness toward customer service.

Explains and applies interpretations of laws, codes, AG opinions and procedural guides related to the Teachers’ and State Employees’ Retirement System, Local Governmental Employees’ Retirement System, former Law Enforcement Officer’s Retirement System, Separate Insurance Benefits Plan for Law Enforcement Officers, Register of Deeds’ Supplemental Pension Fund and the Disability Income Plan of North Carolina, Legislative Retirement System, Legislative Retirement Fund, Consolidated Judicial Retirement System, National Guard Pension Fund, and the Supplemental Retirement Income Plan. Assesses individual member situations while applying current statute regulations and communicating the appropriate decision to involved parties; scope includes over 900,000 active, inactive, and retired members, and over 1,500 employers. Provides technical assistance to agencies and HR professionals in regards to the various retirement systems such as procedural matters, reporting requirements and supplies information to administrative and personnel officials of all agencies covered under the variety of retirement plans. Researches complicated benefit provisions regarding statutory and regulatory changes since these changes are cumulative in effect resulting in the date an event occurs may cause the answer to be different than if the event had happened at an earlier or later date. Must pass and complete the mandatory 8-week new hire training class followed by on-going quarterly refresher trainings and assessments, quarterly knowledge assessments and on-going training classes as assigned by the Learning and Development department and as requested by leadership, a 3-day Customer Service Quality Phone Interaction Skills training and pass on-going weekly quality assessments from randomly pulled call recordings.

Knowledge Skills and Abilities / Management Preferences

The anticipated hiring rate for this position is up to $56,865, based on available funding and internal equity considerations.

• Knowledge of retirement, insurance benefits, financial planning, and customer service principles, practices, and processes.
• Ability to troubleshoot and resolve login errors and diagnose system issues to implement effective solutions.
• Skill in using Microsoft Office applications, including Outlook, Word, and PowerPoint.
• Management Preferences: Two years’ experience in interpreting and communicating employee benefits effectively.
• Two years’ experience working in a call center environment.

Inquiries and applications will be kept strictly confidential.

Salary Range - $47,703.00-$83,479.00 Position is Subject to FLSA Overtime.

This position may be assigned additional job functions as needed.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice based on business conditions or as required by the agency to fulfill its mission.

Minimum Education and Experience

The minimum Education and Experience is a bachelors degree from an appropriately accredited institution and two (2) years of experience related to the area of assignment; or an equivalent combination of training and experience. See oshr.nc.gov/experience-guide for details.

Important: This posting closes at 11:59:59 PM the night BEFORE the End Date above.

This position currently qualifies for a hybrid telework option with routine office and remote workdays. The NC Department of State Treasurer trusts our employees to be self-motivated and successful in hybrid/remote roles. Telework options are subject to change at the discretion of management.

NC State Health Benefits

• Employees can participate in health insurance options.
• Standard and supplemental retirement plans.
• NC Flex program (numerous high-quality, low-cost benefits on a pre-tax basis).
• Employees also receive paid vacation, sick, and community service leave.
• Paid parental leave is available to eligible employees.

Visit the website for State Benefits Supplemental and Contact Information.

The North Carolina Department of State Treasurer (DST) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.

Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.