State of Arkansas Position Information Job Series: Program Operations – Retirement Classification: Retirement Counselor II Class Code: PRE02P Pay Grade: SGS06 Salary Range: $52,137 – $77,163Job SummaryThe Retirement Counselor II is a professional dedicated to guiding active, approaching, and retired members through the complex landscape of retirement benefits and planning. Tasked with interpreting rules, computing benefit estimates, and assisting with regulatory requirements, the counselor provides confidential and personalized advice. By clarifying benefit options for service retirement, disability retirement, survivor benefits, and other retirement-related topics, this role ensures that individuals make informed decisions while complying with all applicable retirement laws and policies.Primary ResponsibilitiesConduct one-on-one sessions with current and future retirees to explain retirement benefit options, eligibility criteria, and the application process.Organize and lead retirement education seminars and informational workshops to help members understand retirement benefits, changes in regulatory guidelines, and financial planning aspects.Compute estimates of retirement benefits by reviewing personnel records, service credits, and salary data.Assist members in completing required documentation and resolving discrepancies in benefit claims, ensuring accurate record-keeping and compliance.Interpret and apply relevant federal, state, and program-specific laws, codes, and regulations.Serve as a resource for participating agencies and members by providing technical assistance on retirement system policies, procedures, and eligibility requirements.Maintain accurate case files and documentation of client interactions, benefit computations, and counseling outcomes.Prepare periodic reports and respond to inquiries from internal personnel, regulatory bodies, and external agencies regarding retirement issues.Develop strong working relationships with human resources, benefits administrators, and a variety of assorted personnel to ensure seamless service delivery.Provide follow-up consultations and support for complex inquiries, ensuring high-quality customer service and satisfaction.Knowledge and SkillsExcellent oral and written communication skills to clearly explain complex retirement information and interact professionally with members, agency officials, and a variety of assorted personnel.Strong analytical skills for reviewing detailed personnel data, the ability to compute benefits accurately, and a proactive approach to resolving discrepancies.A commitment to providing respectful, patient, and empathetic guidance to individuals as they navigate retirement decisions.Proficiency with standard productivity tools (such as Microsoft Office) and familiarity with benefits or payroll systems is advantageous.An ability to stay updated on changes in retirement laws, policies, and industry best practices, ensuring that counseling services remain current and accurate.Minimum QualificationsBachelor’s degree in Public Administration, Business Administration, Finance, Economics, or a related field.Minimum of 4 years of experience in a retirement system environment, benefits administration, or a related role.Experience may include processing pension claims, wage or benefit computations, or handling inquiries regarding retirement systems.Licensure/CertificationsN/AOTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.Preferred QualificationsThree years of Call Center experienceComprehensive knowledge of (Retirement) 401(a) Defined Benefit PlanExperience in developing and utilizing Excel SpreadsheetsExperience in creating PowerPoint presentations and training small groupsHave internet capability to work remotely from homeDemonstrate soft skills when applicable to member’s situationDe-escalate situations involving dissatisfied members by guiding them in the right directionCollaborate with other counselors and departments to improve customer serviceTrain new staff members and inform them on the agency policies
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