Program Coordinator III

State of North Carolina; Wake Forest (NC); Hybrid; USD 48,000 - 83,000; Full time

Benefits offered by this job

Hybrid telework option

Free gym on campus

Free employee parking

Job summary

The NC Department of State Treasurer, Retirement Division, seeks a Program Coordinator III (S) to assist active and retired state and local government employees with retirement inquiries. You will counsel and educate on benefit programs, explain statute details, and respond to diverse questions from across the state.

Qualified applicants will interpret retirement laws, support agencies and HR professionals, and maintain a strong focus on customer service.

Qualifications

• Knowledge of retirement, insurance benefits, financial planning, and customer service principles.
• Ability to troubleshoot and resolve login errors and diagnose system issues.
• Skill in using Microsoft Office applications, including Outlook, Word, and PowerPoint.

Responsibilities

• Explains and applies interpretations of retirement laws, codes, AG opinions and guides across multiple retirement systems.
• Assesses individual member situations and communicates decisions to employers and members.
• Provides technical assistance to agencies and HR professionals on procedural matters and reporting requirements.
• Researches complex benefit provisions due to changes in statutes and regulations.

Skills

Retirement benefits knowledge

Customer service principles

Problem solving

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 state's 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 state’s “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.

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.*

Description of Work

• 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

Qualified applicants must possess, and application must clearly reflect work experience that demonstrates the following:

• 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

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through a years of education, years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for details_ . _

The minimum Education and Experience is a bachelor’s 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.

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

If you have student loans, becoming a state employee includes eligibility for the Public Service LoanForgiveness Program. Visit https://studentaid.gov/ to learn more.

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

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NC Flex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, 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 Employerthat embraces an Employment First philosophy, which consists of complying with all federallaws, 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. For more information about DST: NCTreasurer | NC Treasurer.

DST uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application.

Veterans’ and National Guard Preference

• Applicants seeking Veteran’s Preference must attach aDD-214 Member-4 Form(Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.
• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

Background Check

• The selected candidate will be subject to a criminal history background check through Castle Branch.
• One or more of the following may also be reviewed, depending on the nature and requirements of the position: employment history, professional references, credit history, and educational verification (i.e., degree, license, or official transcript).
• The selected candidate will be required to pass the background check to the satisfaction of the North Carolina Department of State Treasurer. All offers of employment are conditional until the satisfactory completion of the background check.

Contact Information

If there are any questions about this posting, other than your application status, please email the NC Department of State Treasurer at [e-mail].

The Department of State Treasurer’s campus is located on Atlantic Avenue, is surrounded by many shopping centers and restaurants, has access to a 24-hour 7-day a week free gym on the campus, and has free employee parking.

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

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.