Retirement Specialist Lead

*Anticipated Hiring Range: $50000 - $62000*

Are you looking for a career where you can make a difference Would you like to be part of a culture that promotes learning and collaboration while helping employees with what they need to succeed and thrive If so Public Safety Personnel Retirement System (PSPRS) is looking for talented people who will help us achieve our goal of honoring the contributions and sacrifices of Arizonas public safety employees by providing outstanding service to those who protect and govern our state. At PSPRS we understand that it begins with outstanding talent. It all begins with you. Join our diverse and inclusive team where youll feel valued and inspired to contribute your unique skills and experience.
The mission of Public Safety Personnel Retirement System is to deliver unparalleled service in providing retirement benefits to Arizonas community of police officers firefighters corrections officers judicial and elected officials. PSPRS serves approximately 60000 active and retired public employees and is nationally recognized for its administrative and pension management excellence. We offer competitive pay and excellent benefits to those eager to serve our membership and mission. Interested applicants can visit to learn more about our agency.

JOB SUMMARY:

The Arizona Public Safety Personnel Retirement System (PSPRS) is currently seeking qualified candidates for the position of Retirement Specialist Lead. The Retirement Specialist Lead will function as the call center team lead responsible for providing ongoing assistance to retirement specialists serving as an information resource a training resource and acting as a first level of escalation for any member issues encountered on the call center which also includes managing secure messages and help email. The Lead will also be responsible for placing themselves in the call queue during peak times or high call center volumes. This Lead will also complete projects assigned by the call center supervisor.

This position may offer the ability to work remotely within Arizona based upon the departments business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility autonomy and trust. Across our many agencies boards and commissions many State employees participate in the States Remote Work Program and are able to work remotely in their homes in offices and in hoteling spaces. All work including remote work should be performed within Arizona unless an exception is properly authorized in advance.

• Function as the primary knowledge resource for retirement specialist staff on the call center.
• Provide real-time assistance on plan provisions and rules; guide staff through complex inquiries utilizing on-the-job coaching techniques; and provide backup as needed. (Incoming calls secure messages and help email management).
• Act as the first point of escalation for calls emails and secure messages that exceed the authority or expertise of the retirement specialist or involve challenging issues or require an increase in time to resolve.
• Working under the direction of the call center supervisor assist in the conducting of call reviews and quality audits.
• Identify any systemic issues or patterns that need to be addressed and clarified.
• Maintain a focus on providing excellent customer service to system members.
• Document resolution steps on commonly escalated issues to share with staff to limit the need for future call escalations.
• Assist supervisors and managers to develop training materials reference guides call scripts message templates and standard operating procedures for current and new employees.
• Work with supervisors to hold regular team training meetings.
• Work on special projects as assigned.
• Interface with other areas of Member Services to ensure the call center has accurate up-to-date information on legislative changes plan amendments process changes or anticipated call volume increases (such as open enrollment).
• Represent the call center perspective to other areas of Member Services.
  

Knowledge of:

• PSPRS retirement systems tiers and benefits to include vesting service credit retirement eligibility etc.
• Familiarity with pension plans including tier classifications contribution rates and benefit tiers.
• Understanding of call center metrics such as average handle time resolution rates and call queue management.
• Knowledge of the full cycle of the retirement process from initial hire and enrollment to pending retirement.
  
  

Skill in:

• Navigating AZ360 and troubleshooting common issues.
• Training and coaching staff on call center processes and best practices.
• Documenting common issues and generating suggested solutions.
• Understanding call center metric reports.
• Customer service to both internal and external stakeholders.
• Strong attention to detail.
  
  

Ability to:

• Provide feedback guidance and encouragement to staff in a supportive and professional manner.
• To provide call de-escalation and conflict resolution as needed with member calls.
• Implement active listening best practices.
• Ability to effectively communicate in speech and writing.
• Practice emotional intelligence with both staff and members.
• Develop clear and concise training material and call resources.
• Adaptability and flexibility to both changing statutes and diverse membership issues.
  

• Bachelors degree in related field.
• 2-3 years of customer service experience communicating complex information.
• Completion of Retirement Specialist Training.
• Proven experience meeting call center metrics.
• Some project leading or co-leadership experience.
  

Employment is contingent on the selected applicant passing a background investigation to include credit and criminal history.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business then the following requirements apply:Drivers License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

At PSPRS we promote the importance of work/life balance by offering workplace flexibility a learning environment and a team oriented culture. Among the many benefits of a career with PSPRS are 10 paid holidays per year accrual of sick and annual leave affordable medical benefits participation in the Arizona State Retirement Plan (after 6 months of employment) optional participation in a 457 deferred compensation program and employer matching on employee deferrals in the 457 plan (limited to a matching of 6% of salary on a per pay period basis).

By providing the option of a full-time or part-time remote work schedule employees enjoy improved work/life balance report higher job satisfaction and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

Positions in this classification participate in the Arizona State Retirement System (ASRS). Please note that enrollment eligibility becomes effective after 27 weeks of employment.

If you have any questions please feel free to contact Andrew Goodwin at or for assistance.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.