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Client Services Specialist

Association County Commissioners of Georgia

in Atlanta GA

Logo for Association County Commissioners of Georgia

General Definition of Work
Performs intermediate skilled technical work as a member of the retirement services call center staff, receiving and responding to Defined Benefit (DB) and Defined Contribution (DC) plan participant requests, member jurisdiction staff, and outside parties, entering, updating, and maintaining data regarding calls, entering, tracking, and closing distribution and other applications for benefits, providing information regarding status upon request, and related work as apparent or assigned. Work is performed under the moderate supervision of the Client Services Manager.

Position Responsibilities
Administration

  • Receives on-line and other web-based participant and jurisdiction inquiries; responds directly or forwards to appropriate staff; completes research in response to DB inquires and enters notes accordingly into the IPASMaster system (IPM); download and upload files to the Secure Web database;
  • Interviews plan participants to determine qualification for account hardship distributions; closes out all calls, participant inquiries, distribution, and other requests in Call Center upon completion of action;
  • Assists the Senior Client Services Specialist with reviewing severe financial hardship requests for 457(b) plan participants; updates retirement program and individual records and distributes to designated staff for processing;
  • Enters 457(b), and 401(a) distribution applications and other requests into the Microsoft Access database; verifies accuracy and completeness of applications and communicates with plan participants, jurisdictions, and other entities to obtain additional information;
  • Types a variety of documents including correspondence, reports, spreadsheets, etc. where a knowledge of format and presentation is necessary, answers routine correspondence independently;
  • Supports the Senior Client Services Specialist and Client Services Manager with special projects;
  • Operates a variety of standard office equipment.

Customer Service

  • Assists participants and member jurisdictions in navigating the DC & DB Websites; provides and exhibits outstanding customer service, teamwork, and organizational commitment;
  • Answers calls from all retirement plan participants, member jurisdictions, attorneys, beneficiaries and other interested parties; determines nature of calls, responds to questions, provides assistance or forwards calls to appropriate staff; 
  • Explains technical procedures, regulations, laws or rules to members of the public or internal clients; communicates frequently with plan participants regarding the status of outstanding requests; maintains associated records;

Education and Experience

  • Bachelor's degree with coursework in business administration, finance, or related field; and
  • Moderate (typically 1-3 years) customer service experience in a call center environment, retirement services administration preferred;
  • Or equivalent combination of education and experience

Knowledge, Skills and Abilities

  • General knowledge of the organization and functions of the department, retirement plan provisions and law and of general administrative policies and practices;
  • General knowledge of standard office practices, procedures, equipment, and administrative support techniques;
  • General knowledge of business English, spelling, and arithmetic; ability to make arithmetical calculations;
  • Skill in the use of standard office software applications, specifically Microsoft Office products, including Access, Outlook, Word, and Excel;
  • Ability to follow oral and written instructions;
  • Ability to read and understand detailed and complicated policies, procedures and materials that contain specialized words and phrases;
  • Ability to operate a variety of standard office equipment including personal computer and associated software; ability to type accurately at an efficient rate of speed;
  • Ability to post a variety of information into computer system and reconcile associated accounts;
  • Ability to establish and maintain effective working relationships with associates, claimants, municipal officials, customers, and the general public.

How to Apply

Please submit resume to HR@ACCG.org


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