Deadline for internal applicants: April 24, 2023

INTRODUCTION

The Illinois Municipal Retirement Fund (IMRF) provides death, disability, and pension retirement benefits to employees of local governments and school districts in Illinois (with the exception of the City of Chicago and Cook County). As is the second largest—and best funded—statewide public pension system in Illinois, IMRF serves approximately 2,900 municipal employers in the State. We are an award-winning organization, located in Oak Brook. IMRF is looking for top talent, for a direct hire opportunity that is benefit eligible. If you are passionate about member education counseling and meet the requirements, we want to hear from you.

SUMMARY

Member Education Counselors demonstrate comprehensive customer service and benefits proficiency and will execute all phone, web-based, and in-person member counseling related duties and will be responsible to act as liaison between IMRF and its members, annuitants, and beneficiaries; to foster interactive informed and collaborative working relationships by providing excellent customer service. Member Education Counselors provide thorough answers regarding complex member questions and communicate information, respond to requests, solve problems; provide excellent support to our customers in a professional, courteous, and expedient manner. Member Education Counselors will also serve as backup for reception duties and responding to members through secure email messages.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Coordinates and conducts phone, web-based, and in-person individual, group meetings, webinars, and workshops to educate and explain all member benefits under Article 7 and Article 20 of the Illinois Pension code. Will assist members on all IMRF processes, procedures, inquiries on policies and procedures and the use of member self-service portals.
• Provides individual counseling with members and member-related employer meeting requests regarding documents, procedures, and policies.
• Contributes to the development of department procedures and educational materials, webinars, and workshops.
• Provides feedback to department leadership regarding the concerns of members.
• Work with University of Illinois Extension and other vendors for summer and fall series of webinars for Retirees. Subject matters will cover lifestyle and financial series.
• Enters calls, emails, counseling sessions, meetings, and other transaction information into the line of business database.
• Forwards business expense reports, credit card vouchers, and meeting sign-in sheets on weekly basis to Member Education Supervisor.
• Attends and participates in staff meetings virtual or in-person as required by Member Education Supervisor.
• Collaborates with Member Education Supervisor with scheduling webinars, workshops, and other stakeholder (IEA) related meetings.
• Communicate areas of difficulty and problems to supervisor(s) and manager; communicate pending problems to appropriate IMRF staff.
• Maintain a work progress that meets the service goals established by the Member Customer Services Manager.
• Act as a liaison between Member Education Services department and all processing departments, share best practices and facilitate inter-department knowledge sharing.
• Foster a positive, team-centered culture in support of our Values and individual accountability.

• Support achievement of the organization’s Journey of Excellence, Mission, Vision and Strategic Objectives of IMRF.

• Other duties may be assigned

EDUCATION and/or EXPERIENCE

Bachelor's degree (BA or BS) from four-year College or university AND two years related experience.

OR

Associates degree or 60 college credits AND four years of customer service experience. Business-related major preferred. PLUS

• Direct Contact with customers & clients via telephone, and/or face-to-face

• Experience with group presentations

• Administration of pension plan benefits

Preferred candidate will also demonstrate:

IMRF Benefits:

• Generous insurance benefits, including medical and dental
• 35-hour base work week, Monday - Friday
• Death, disability, and pension retirement benefits as a member of IMRF
• Paid vacation, 12 paid holidays and 2 personal days
• Business casual attire

Award-winning organizational approach to performance excellence