Title: Lead Service Retirement Specialist

State Role Title: Salary Non-Specified

Hiring Range: $75,918 - $80,409

Pay Band: UG

Agency: Virginia Retirement System

Location: Virginia Retirement System

Agency Website: www.varetire.org/careers

Recruitment Type: Agency Employee Only - A

Job Duties

The Lead Service Retirement Specialist will be responsible for processing and approval of monthly benefits and retirement account adjustments for retirees. The role approves payment entitlements according to the Code of Virginia and the procedural business rules of the agency. In addition, the position works closely with the Service Retirement Supervisor by monitoring daily workflow baskets and team performance, reporting weekly statistics and identifying system needs. Workflow and Data monitoring including Power BI dashboards and VNAV system quality monitoring reports. This role will review and triage incoming system changes and data fix requests from service retirement staff and work closely with the Supervisor and team to resolve escalated issues.

Essential duties include but are not limited to:

• Calculates service retirement benefits as directed by the Code of Virginia and VRS policies and procedures.
• Monitors workflow baskets and team queues to ensure work stays current and performance measures are met
• Produces and delivers weekly performance statistics to the Supervisor, including volume, backlog, accuracy and trend analysis.
• Monitors Power BI dashboards and other reporting tools to track workflow volume, retirement analytics, trending issues.
• Conducts research and testing as required.
• Reviews and triages data fixes requests; escalates or routes requests appropriately and informs the Supervisor if system updates are needed, participates in root- cause analysis when system or process failures impact workflow, requests code fixes or process changes if required.
• Identifies recurring system problems, process gaps or data anomalies, documents findings and recommends fixes or process improvements.
• Serves as the first point of escalation for complex or sensitive calls and cases; resolves where possible and escalates to the Supervisor if necessary.
• Provides guidance to staff responsible for processing Service retirement benefits and benefit adjustments.
• Serves as the subject matter expert as it relates to service retirement procedures.
• Maintains knowledge of VRS Business Rules, policies & procedures, and the Code of VA. Shares updates with team as changes occur.
• Provides retirement training to new employees and existing staff as it relates to current processes and procedures.
• Communicate with employers to ensure the timeliness of system updates for retirement processing.
• Collaborates with cross functional teams as required for the development and updating of service retirement information for publications and forms.
• Interprets administrative and legislative policies and develops job aids for the Service Retirement Unit.
• Participates in internal and external meetings requiring representation from the Service Retirement Unit.
• Supports and completes special projects and continuous improvement initiative as requested.

Minimum Qualifications

Bachelor’s degree in accounting, Business Administration, Math, Finance, or a closely related field.

Four (4) years of experience in benefit administration and working with large databases and web-based systems or an equivalent combination of education and experience.

Additional Considerations

Strong organizational and analytical skills and the ability to analyze business processes and systems. Excellent verbal and written communication skills; good customer service skills. Proficiency with MS Office products, web-based systems, and large databases. Knowledge of benefit eligibility, ability to communicate business requirements to technology solutions analysts and developers, test system changes, and help resolve data and coding defects. Ability to train others; work independently with minimal supervision; prioritize; meet deadlines; think critically; resolve complex issues. Ability to effectively present information and respond to questions from supervisors, other managers, customers, and the public.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Contact Information

Name: VRS Human Resources

Email: careers@Varetire.org

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.