Service Retirement Specialist I (Hybrid)

Commonwealth of VA Careers; Richmond (VA); Hybrid; USD 66,000 - 68,000; Full time

Job summary

The Virginia Retirement System is seeking a Service Retirement Specialist I to assist members as they begin their retirement journey. This hybrid, full-time role processes and calculates service retirement benefits in accordance with the Code of Virginia, VRS policies, procedures, and established business rules.

You will gather and analyze member data, apply formulas, review calculations for accuracy, and provide information to colleagues and internal units.

Qualifications

• Interpret and apply applicable laws, regulations, VRS policies and rules.
• Strong analytical, research, and problem-solving skills.
• Proficiency with Microsoft Office and web-based systems.
• Ability to review complex calculations and explain retirement information.
• Detail-oriented with ability to meet deadlines and manage priorities.

Responsibilities

• Process retirement benefits following the Code of Virginia and VRS policies.
• Review calculations for accuracy and compliance.
• Approve cases within authority after assessment.
• Identify discrepancies and escalate complex cases.
• Provide information to members via telephone and other channels.
• Support IT and Team Leads to resolve system issues.
• Contribute to process improvements and special projects.
• Perform administrative duties to support the Service Retirement function.

Skills

Interpret laws & policies

Analytical problem solving

Data analysis

Attention to detail

Customer service

Communication

Time management

Independent work

Education

Associate degree in Accounting

Associate degree in Business Administration

Associate degree in Math

Associate degree in Finance

Bachelor's degree preferred

Tools

Microsoft Office

Web-based systems

Large databases

Job description

Title: Service Retirement Specialist I (Hybrid)

Agency: Virginia Retirement System

Location: Virginia Retirement System - Main Office

FLSA: Non-Exempt

Hiring Range: $66,292 - $68,000

Full Time or Part Time: Full time

The Virginia Retirement System (VRS) is seeking a customer service specialist to play a vital role in supporting VRS members as they begin their retirement journey.

The Service Retirement Specialist I processes and calculates service retirement benefits for members, ensuring benefits are processed accurately and timely in accordance with the Code of Virginia, VRS policies, procedures, and established business rules. The position gathers and analyzes member data, applies established formulas and procedures, reviews benefit calculations for accuracy, and provides information and assistance to colleagues and internal business units.

The Service Retirement Specialist I recognizes complex, unusual, or non-routine cases and escalates them to the appropriate Service Retirement Specialist II, Team Lead, or Supervisor. The position also contributes to research, system testing, data correction, process improvement, special projects, and cross-functional initiatives as needed.

The Service Retirement Specialist I is the entry level of the Service Retirement Career Ladder series.

Essential duties include but are not limited to:

Retirement Benefit Processing

• Calculates service retirement benefits in accordance with the Code of Virginia, VRS policies, procedures, and established business rules by gathering and analyzing member data, applying appropriate formulas, and utilizing designated systems.
• Reviews and evaluates retirement benefit calculations for accuracy, completeness, and compliance with applicable requirements.
• Conducts an overall assessment of processed retirement applications and approve cases within established authority.
• Identifies discrepancies, resolve issues, and escalates complex or unusual cases to the appropriate Specialist II, Team Lead, or Supervisor.

Customer & Internal Support

• Provides accurate and timely information and assistance to members regarding retirement benefits through telephone and other communication channels.
• Provides support to team members and other VRS business units regarding retirement benefit questions and processes.
• Answers the internal ACD line to assist the Customer Contact Center with retirement-related questions.

Research, Systems & Problem Resolution

• Conducts research and testing related to retirement processes, systems, policies, and business rules.
• Identifies system and data issues and submit data fixes in accordance with established procedures.
• Collaborates with IT and Team Leads to investigate, test, and resolve system-related issues.
• Identifies recurring processing issues and contribute to recommendations for process or system improvements.

Team & Organizational Contribution

• Executes and communicates applicable policies, procedures, and business rules.
• Participates in cross-functional and cross-functional teams to support continuous improvement across agency lines.
• Contributes to special projects and other initiatives as assigned.
• Performs administrative duties necessary to support the Service Retirement function.
• Performs other duties as assigned.

Maintains a high level of accuracy and attention to detail when processing retirement benefits, recognizing that errors may directly affect member benefits and retirement outcomes.

Education and Experience:

Associate’s degree in Accounting, Business Administration , Math , Finance or closely related field.

Bachelor's degree preferred.

Two (2) years of experience in administrative work with Benefits Administration preferred, working with large data bases and web-based systems, or an equivalent combination of education and experience.

Skills and Abilities:

• Ability to interpret and apply applicable laws, regulations, VRS policies, procedures, and business rules.
• Strong analytical, research, and problem-solving skills, including the ability to review complex calculations and identify root causes.
• Proficiency with Microsoft Office applications, web-based systems, and large databases.
• Strong customer service and communication skills, with the ability to explain complex retirement information clearly and professionally.
• Strong attention to detail, accuracy, and ability to meet deadlines while managing competing priorities.
• Ability to follow established workflows, exercise sound judgment, and work independently with minimal supervision.
• Ability to create, submit, test, and validate data fixes in accordance with established procedures.
• Ability to adapt to changing policies, procedures, technology, and business needs.

Hiring Range:

$66,292 - $68,000