Employer Advocate Date Posted: May 23, 2024 Requisition ID: 443931 Location: Indianapolis, IN, US, 46204 About the Indiana Public Retirement System (INPRS): The Indiana Public Retirement System (INPRS’) is among the largest 100 pension systems in the United States. INPRS serves the needs of approximately 473,000 members and retirees representing approximately 1,244 employers, including public universities, school corporations, public safety, municipalities, and state agencies. The Indiana Public Retirement System is a public pension fund that manages approximately $40 billion in assets, making it one of the largest in the United States. We are located in the heart of the city, in downtown Indianapolis, near the circle & across the street from our monumental state house. Why Join Our Team? INPRS believes that people are the foundation of our success. It takes people with different backgrounds, ideas, and strengths to be successful. Balance in life is important. We strive to have a flexible and supportive environment while not sacrificing service to our members. We pride ourselves on modeling a collaborative, diverse, and inclusive environment for our employees. Our mission. “As fiduciaries, educate stakeholders, collect necessary contributions, and prudently manage member assets to deliver promised defined benefit and defined contribution benefits and services." For more information about our organization, please visit our INPRS Careers Page: https://www.in.gov/inprs/careers.htm. Salary: The salary for this position traditionally starts at $38,000 - $40,000 per year, depending on years of experience. Role Overview: The Employer Advocate provides customer and technical support to INPRS member organizations. You will respond to inquiries about a broad range of INPRS benefits and system operations. An EA will need to maintain patience while providing problem resolution to complex issues. You will receive on-site training for up to 10 weeks to enable you to confidently respond to inquiries. After training has been successfully completed, you will be permitted a remote work arrangement approved by your supervisor. There will be a weekly rotating schedule that will require up to 6 days in the office monthly. The ideal candidate must be a resident of Indiana as well as live within close proximity to Indianapolis. A Day in the Life: The essential functions of this role are:
Work directly with our Employers to answer questions and resolve issues, including but not limited to PERF, TRF, and Non-PERF retirement and disability processes, plan provisions, and any other day-to-day items relating to the administration of the INPRS retirement plans.
Communication with Employers may include; requests for missing/incomplete information, account status, issue resolution, timetables, and wage and contributions.
Knowledgeable in technologies including but not limited to ERM, INPAS, INPRS Web, Looker, etc.
Develop Employer relationships.
Respond to inquiries regarding any INPRS-related inquiries and provide the necessary supplemental informational materials that reinforce the interaction with Employers.
Knowledgeable on the relevant Indiana code sections and stay current regarding changes to the code and any other applicable statutes.
Interpret and explain the benefit provisions of all retirement plans administered by INPRS.
Track all contacts made with employers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently.
Partner with the Employer Advocate Team management to identify business processes that undermine adequate customer service and make recommendations for their resolution.
The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time. What You'll Need for Success: Credentials:
Associate’s degree and one year of customer service experience OR High School diploma/HSE with three years of customer service experience
Experience in financial services, insurance, group benefits, or the pension industry
Additional Qualifications:
Knowledge of all INPRS pension plans, systems; federal and state tax laws/policies/procedures as they pertain to INPRS.
Ability to answer or resolve complex issues and provide training and assistance to others over the phone or via email and all media channels.
Maintaining a professional demeanor in all situations.
Demonstrating patience while determining the caller’s needs.
Using customer service techniques to effectively manage challenging customers.
Taking ownership of an issue and resolving it promptly and effectively.
Research and follow-up on complex issues, documenting obstacles, and offering solutions to complex customer service problems.
Engaging the appropriate person/department to solve a problem for a member or employer.
Ability to learn and understand the functions of INPRS systems, e-mail software, and other personal computer skills.
Strong computer skills in Microsoft Office, Windows, and e-mail
A positive attitude, passion for providing world class customer service, and an emphasis on problem-solving.
Exceptional oral and written skills are needed for communications over the phone and in writing with members and INPRS staff.
Excellent problem-solving, research, and analytical skills necessary for interpreting and responding to technical inquiries from various sources.
Ability to perform multiple tasks on a daily basis.
Strong organizational skills are needed in setting priorities and effectively meeting deadlines.
Benefits of Employment with INPRS:
Competitive compensation
Some remote flexibility (must reside in Indiana and surrounding Indianapolis locations)
Healthcare coverage (medical, dental, and vision)
Health savings account with employer contribution
Prescription coverage
Employer-funded retirement plan (pension plan)
Deferred compensation plan (employer and/or employee contribution plan)
Flexible spending account
Work/life balance (37.5 hours weekly)
12 paid holidays; 14 during an election year
Paid leave (personal, sick, vacation)
Tuition reimbursement
Group life insurance
Employer-paid downtown parking
Equal Employment Opportunity:The Indiana Public Retirement System (INPRS) is an Equal Opportunity Employer and is committed to recruit, select, develop, and promote employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws. Indiana Public Retirement System has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application. Current Employee? Click here (https://performancemanager8.successfactors.com/sf/careers/jobsearch?bpltecompany=indianaoff) to apply.