SUMMARY:

This position provides the Member Contact Center with technical support and reports to the department supervisor. The position conducts training of unit staff. This position provides support to the department supervisors and department manager. Most of the time is spent working on duties and responsibilities outlined below. Although this position does not have primary contact center responsibilities there will be times that this position is assigned to those duties. Will serve as a liaison with IS to ensure that systems support the unit’s needs. Assignments given to individual Member Services Analysts will differ depending on the needs of the department.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION AND/OR EXPERIENCE:

• Five years’ experience in progressive roles within Member Services or other IMRF departments focused on complex member-based transactions. Performance history of meeting or exceeding unit standards.

OR

• Associate degree with 3 years of work-related experience.

OR

• Bachelor’s Degree with 1 year of work-related experience.

MANDATORY REQUIREMENTS:

• Detail oriented.
• Strong project work skills.
• Excellent writing skills.
• Ability to communicate concepts on varying levels.
• Professional appearance and positive image of IMRF.
• Pleasant tone of voice.
• Professional telephone etiquette conveying courtesy, enthusiasm, and confidence.
• Strong organizational skills.
• Ability to stay organized, calm, and constructive when handling stressful situations, demonstrate tolerance, appropriate demeanor, and patience with customers and interact in a manner that shows genuine concern and respect for others.
• Ability to work unexpected overtime.
• This position requires the ability to drive a car. Also, this position requires overnight travel to the Springfield office and various areas throughout Illinois.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide the necessary technical support to enable the department to achieve established service goals.
• Train new Contact Center Representatives and other IMRF staff as requested on policies, procedures and IMRF’s administration of Article 7 of the Illinois Pension Code.
• Conduct ongoing procedural training of department staff utilizing internal and external resources, internal staff, including Member Services supervisors and Senior Contact Services Representatives. Prepare training materials and syllabi.
• Identify training issues and report to Business Solution Analyst, Member Contact Center Supervisor, Member Education Supervisor, or Manager to determine training plan.
• Analyze call trend data, CEM benchmarking data, and survey results for Member Services. Create and maintain weekly and prepare monthly reports for Member Services.
• Responsible for Quality Assurance for each Contact Center Representative; Senior Contact Center Representative; Member Education Counselor; for phone calls, Secure Messages, and Counseling Appointments.
• Prepare monthly status reports for Manager of Member Customer Services.
• Provide technical support and guidance to Contact Center Representatives and Senior Contact Center Representatives; assist departmental staff in resolving difficult calls and other forms of communications. Provide feedback to assist staff in developing necessary skills for future communications. Review and report as requested by MSU supervisors or manager on problem situations, using call recordings and other means.
• Assist the Supervisors and Manager in maintaining up to date written procedures for all activities for which the department is responsible. Exercise and maintain current knowledge of benefit, legislative, and administrative changes, as well as current events, including issues that impact IMRF members. Assist in providing updates to department staff. Maintain current knowledge of the operation of all other departments in IMRF. Act as liaison between Member Services and processing departments.
• Perform Contact Center & Senior Contact Center Representative functions. Answer telephone calls via the Member 800 line as needed; ability to answer more complex member questions; provide benefit education and counseling via telephone and in person as needed.
• Partner with Communications Department to develop procedure manuals and quick reference cards. Participate in and contribute to publications previews and other public information reviews.
• Backup as a liaison to IS for systems testing and development of new systems, including those developed through business modernization projects, e-Service, telephony, and related areas.
• Support the mission and vision of IMRF.
• Learn new Contact Center technologies to come, such as chat
• Special projects and other related duties when assigned