Member Service Representative I
Position Title: Retirement and Investment Services Member Service Representative I
Reports To: Retirement and Investment Services Supervisor
Department: Retirement and Investment Services
Union Level: 4
FLSA Status: Nonexempt
Union Status: Union
The Retirement and Investment Services (RIS) Member Service Representative provides information and other services to current and potential WEA Member Benefits RIS members. The Member Service Representative provides daily telephone coverage as operationally needed; assists members and prospective members with enrollment, contributions, distributions, and tax reporting; and provides complete and accurate information in response to their questions.
Accuracy, timeliness, and dependability are expected and must be routinely delivered without significant ongoing supervision or technical assistance.
The Member Service Representative performs these duties on a regular basis. The percentages of time are prospective estimates of daily averages over time. Actual day-to-day assignments may differ, but the Member Service Representative must competently perform all duties when s/he is assigned to do so.
55% Provide Effective Member and Employer Services
- Receive and respond to telephone and written inquiries from employers and members or prospective members about retirement and investment programs and related processes and procedures.
- Contact employers and members or prospective members by telephone, as directed, to provide meaningful customer service on a proactive basis.
- Provide information in response to written, electronic, and telephone inquiries from employer, members, and prospective members including, but not limited to, eligibility, use of the Web site, enrollment (both Web and paper copy), contributions, contribution limits, fees, distributions, tax withholding, and Internal Revenue Services (IRS) requirements.
- Notify employers and members of program changes, request additional information from them by phone, letter, or e-mail and create original correspondence as necessary.
- Communicate to members about plan rules and general IRS guidelines regarding exchanges, transfers, and rollovers into and out of all 403(b) accounts and individual retirement accounts (IRAs).
- Process beneficiary and qualified domestic relations order distributions for members and/or their beneficiaries.
- Respond to member or beneficiary inquiries, including explaining the regulations and processes related to distribution calculations and reviewing distribution options.
40% Information Verification and Transaction Processing
- Maintain updated information in CORE database.
- Work with the vendor relationship management team on information verification and transaction processing using online record-keeping system.
- Verify information on applications, contributions, distributions, and other forms are complete and accurate and contact employer, members, and prospective members to request additional information or verify unclear information as needed.
- Accurately enter or give clear and concise instructions to the vendor relationship management team to enter member financial and other information into the online record-keeping system.
- Accurately provide requested forms, brochures, and other written information to members.
- Verify and make address changes in all applicable databases when information is received from acceptable sources.
- Respond to requests from employers and third party administrators to accomplish member transactional requests.
- Research member employment and contribution history to calculate annual 403(b) and IRA limits according to IRS regulations, including identifying and contacting members about excess 403(b) and/or IRA contributions or distributions, and requesting distribution of excesses by the IRS deadline.
- Confirm eligibility and verify accurate processing of all distribution requests, including but not limited to monthly withdrawals and required minimum distributions in accordance with the rules for the applicable qualifying event, employer plan directives, and IRS restrictions. This is accomplished by identifying and gathering the appropriate information from members, employers, and other providers, and explaining IRS rules and possible tax and/or penalty consequences.
- Verify tax withholding and reporting documentation is accurate by doing the following:
- Assist the vendor relationship management team to ensure the record-keeping system generates the appropriate tax reporting code and changes any incorrect codes.
- Assist the vendor relationship management team with generating accurate Form 1099-R and Form 5498 tax information through the electronic system and assure Form 1099-Rs are sent to members by the IRS deadline.
- Work with the vendor relationship management team, employers, and members to research and resolve account credit and debit discrepancies by analyzing and evaluating related transactions and communicating with members and employers about adjustments.
- Enter Trust Advantage™ enrollments and changes into the online system.
- Assist employers with remittances and payroll rosters and identify, investigate, and help resolve any discrepancies with the system vendor and/or appropriate employer personnel.
- Assist with employer plan administration, including verifying approved vendor list, information sharing agreements, and other employer directives. Confirm and provide accurate reporting to employers.
5% Perform Projects and Assignments Compatible with Skills and Experience Presumed for Incumbents in This Position
REQUIRED EXPERIENCE AND KNOWLEDGE
- Commitment to excellence in customer service and other Member Benefits values.
- Respect for public employees and union organizations.
- Successful experience using personal computers, including keyboarding skills, knowledge of Windows-based software (MS Office preferred), the ability to efficiently and effectively navigate between different computer programs, and the ability to document complete and appropriate information into the online record-keeping system while speaking on the telephone.
- Excellent performance in present and past positions.
- Excellent verbal communication skills, including the ability to convey routine and complex information, such as legal and financial issues to members in a clear, concise, and persuasive manner appropriate to and understood by the audience. Expertise in listening effectively and asking appropriate questions to fully understand and accurately respond to the presented question or concern.
- Ability to perform mathematical calculations and use mathematical formulas.
- Ability to identify problems and independently collect, logically organize, and analyze information and/or data to make appropriate decisions or recommendations.
- Ability to present routine and complex information to members and school district personnel in a clear, concise, and logical manner by appropriately editing standard letters and composing correspondence with correct format, sentence structure, spelling, punctuation, grammar, and tone.
- Ability to handle multiple demands simultaneously, organize and prioritize work, and complete all work accurately and in a timely fashion.
- Ability to work as a constructive member of a team, including the free sharing of information and technical expertise as needed.
- Ability to adapt quickly, effectively, and continually to changes in work duties, processes, and technology.
- Convey respect in all dealings with employees, members, vendors, and others that promote teamwork and a pleasant work environment.
PREFERRED EXPERIENCE, KNOWLEDGE, AND ABILITIES
- Knowledge of the available RIS programs and relevant internal operating procedures relating to legal and regulatory requirements, including applicable tax consequences.
- Knowledge of the RIS online record-keeping system; online imaging, electronic document workflow, and documentation system, and other information systems.
- Knowledge of the legal and regulatory IRA and 403(b) requirements.
- Experience using Microsoft Word and Excel.
- Bilingual (Hmong/Spanish).
Physical Demands and Work Environment
These physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
- Work is primarily performed in an office environment with minimal exposure to injury.
- Must be able to lift and move up to 20 pounds.
- Ongoing daily use of computers and telephone.
- Walk, sit, stand, bend, climb, and use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk, hear, read, count, and write.
- Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
- Must be able to work with frequent interruption.
- Ability to occasionally travel throughout the state of Wisconsin.
- Low to moderate noise level.