Retirement and Benefits Technician 2 (02-8069)

State of Alaska; Juneau (AK); On-site; USD 45,000 - 65,000; Full time

Job summary

State of Alaska, Division of Retirement and Benefits, invites applications for a Member Education Center Assistant Manager in Juneau. You will deliver front-line service to members by phone and email, explaining retirement and health benefits and guiding inquiries through eligibility and entitlements.

The role emphasizes strong customer service, professional communication, and adaptability within a dynamic government office.

Qualifications

• Front-line customer service experience, preferably in public sector or benefits programs.
• Ability to explain complex retirement/health benefits clearly.
• Strong written and oral communication with diverse audiences.

Responsibilities

• Provide assistance to members by phone and email regarding retirement and health benefits.
• Explain retirement benefit calculations and eligibility based on statutes and regulations.
• Prepare standard forms and letters to request membership and claimed service information.

Skills

Customer service

Interpersonal skills

Oral communication

Written communication

Reading comprehension

Education

Post-secondary education

Tools

Office software

Job description

This position is open to Alaska Residents only. Please check our residency definition to determine if you qualify.

What You Will Be Doing

Working in the Member Education Center, the Technician 2 will be providing assistance and excellent customer service to members with inquiries on the telephone and by email. You will provide responses to routine questions regarding retirement and health benefits, determine retirement eligibility based on statutes and regulations, prepare standard forms and letters to request membership and claimed service information, and explain retirement benefit calculations and entitlements.

Our Organization, Mission, and Culture

The Department of Administration's Division of Retirement and Benefits administers State of Alaska and political subdivision retirement and benefit plans. We achieve organizational excellence by focusing on the customer to deliver exceptional services using effective and efficient processes.

This position represents the Division by being the first point of contact for members calling into the Member Education Center. You would be an integral member of the retirement and benefits operations team, assisting members with inquiries on the telephone and by email. We are seeking an individual who has excellent interpersonal skills; has a commitment to professional and respectful customer service; and who can adapt to a dynamic, changing work environment.

The Benefits of Joining Our Team

The individual hired will help provide an excellent experience for employees and retirees who seek to understand the benefits available to them and benefits they are entitled to. This position offers the opportunity to gain valuable retirement and benefits experience that will help you advance your career in the Division.

The Working Environment You Can Expect

This position is in the State Office Building in downtown Juneau, with a view of the Gastineau Channel.

Who We Are Looking For

• Customer Service: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
• Interpersonal Skills: Treats others with courtesy, sensitivity, and respect. Considers and responds appropriately to the needs and feelings of different people in different situations.
• Oral and Written Communication: Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral and written presentations; listens to others, attends to nonverbal cues, and responds appropriately
• Reading Comprehension: Understands and interprets written material, including technical material, rules, regulations, instructions, reports, charts, graphs, or tables; applies what is learned from written material to specific situations.

Six months of experience as a Retirement and Benefits Technician 1 with the State of Alaska or the equivalent elsewhere.

OR

Six months of entry-level technical experience that required applying basic knowledge of a retirement program, benefits program, human resources policy, or labor relations guidelines, or in preparing, receiving, reviewing and processing health, life, or disability insurance claims or payments, or processing budgetary or financial documents.

"Processing," means responsibility for performing basic calculations, the accuracy of the information, and its compliance with policy and guidelines.

The experience is equivalent to Human Resource Technician 1, Administrative Assistant 1, Insurance Licensing Examiner 1, PFD Technician 2, Eligibility Technician 1, and Accounting Technician 1 with the State of Alaska or the equivalent elsewhere.

OR

One year of advanced clerical experience in an office environment where the work supported the efforts of technical or professional staff, and required some application of guidelines and policies to meet assigned responsibilities.

"Application of guidelines or policy," means that written direction or accepted theory, from which deviation is not a common option, dictates the nature and process of the work.

Experience is equivalent to Office Assistant 2, Office Assistant 3, Office Assistant 4, Accounting Clerk, Secretary, and Statistical Clerk with the State of Alaska or the equivalent elsewhere.

OR

One year of post-secondary education (32 semester hours or 48 quarter hours from an accredited college or university equals one year) in any field.

EDUCATION

If post-secondary education is required to meet the minimum qualifications, you must fill in the Education section of the application. If you have not obtained a degree, please indicate the number of units completed. Copies of transcripts are required to verify educational credentials if used to meet the minimum qualifications for a position. Transcripts can be attached at the time of application or within 48 hours of the close of this recruitment to the contact person listed below.

SPECIAL INSTRUCTIONS FOR FOREIGN EDUCATION

Education completed in foreign colleges or universities may be used to meet the above requirements, if applicable. If utilizing this education you must show that the education credentials have been submitted to a private organization that specializes in interpretation of foreign educational credentials and that such education has been deemed to be at least equivalent to that gained in conventional U.S. education programs; or an accredited U.S. state university reports the other institution as one whose transcript is given full value, or full value is given in subject areas applicable to the curricula at the state university. It is your responsibility to provide such evidence when applying.

EEO STATEMENT

The State of Alaska complies with Title I of the Americans with Disabilities Act (ADA). Individuals with disabilities, who require accommodation, auxiliary aides or services, or alternative communication formats, please call 1-800-587-0430 or [phone] in Juneau or TTY: Alaska Relay 711 or 1-800-770-8973 or correspond with the Division of Personnel & Labor Relations at: P.O. Box 110201, Juneau, AK 99811-0201. The State of Alaska is an equal opportunity employer.

Roman Castro

Member Education Center Assistant Manager

Phone: [phone]

[e-mail]