Job Description

Ref No.:19-04288
Location: Madison, Wisconsin
Benefits Specialist - Advanced
Anticipated Start:5/13/19
Anticipated Hours/Week & Duration:40 hours/week; over 12 Months

Need for Position, Job Environment and Context:
Under close to limited supervision of the, Member Services Section Chief, this position provides accurate and detailed information to Wisconsin Retirement System (WRS) participants, their representatives and survivors, and other interested parties regarding the benefit programs administered by the Department of Employee Trust Funds (ETF). This position analyzes employee records to determine eligibility under Wisconsin statutory provisions and department policies, computes benefit estimates, and provides accurate information to participants regarding retirement annuity payments, responds to incoming benefit related correspondence, and processes death notices.

In addition, this position assists in training and auditing the work of other staff, participates in revising work procedures, updates forms and brochures, and provides general administrative support. This position requires exceptional communication (oral and written), customer service skills, and proficiency with use of a personal computer and computer software, calculator and other phone.
Duties:
Provision of individualized information and customer service regarding ETF-administered benefit programs
Worker
Activity A.1 Analyze participant records to determine eligibility and entitlements for WRS retirement or separation benefits. Research, correctly interpret, and appropriately apply relevant Wisconsin statutes, Administrative Code and departmental policies, precedents, and procedures.

A.2 Compute estimated benefit amounts for all available options and identify the option providing the largest benefit. Ensure benefit estimates are within 90%-100% of the actual benefit.

A.3 Communicate ETF benefit information thoroughly and accurately in person, by telephone, or in writing. Convey eligibility requirements, enrollment periods, and coverage levels, benefit payment options, and benefit continuation/conversion of coverages.

A.4 Respond to inquiries regarding tax issues and treatments such as tax deferment, tax exemption or rollovers.

A.5 Respond to inquiries regarding beneficiary designations in accordance with Wisconsin Statutes, Administrative Code and departmental guidelines relative to a participant's specific needs.

A.6 Provide information regarding military service credit requirements and provide guidance as to the necessary documentation required as evidence of active military service.

A.7 Respond to specific inquiries regarding teaching credit in other states.

A.8 Analyze, calculate, and provide information to WRS participants regarding purchasing service for WRS credit.

A.9 Provide retirees with estimated benefit calculations, final WRS annuity computations, information related to tax issues, annual dividends, and other changes to their benefit payments.

A.10 Provide general information about WRS benefit plans to interested parties including, but not limited to, employers, attorneys, legislators, union representatives, other state and federal agencies and retirement systems from other states.

A.11 Compile and/or complete account summary packets for mortgages, legal purposes, and pension verification information.

A.12 Request required information from persons reporting deaths to complete the death notice processing.

Determination of Assignment for Incoming Correspondence
Worker
Activity B.1 Determine appropriate transaction code for daily correspondence for input into myETF and WEBS Transaction Control.

B.2 Review all types of authorizations that come with a correspondence request, assuring that it is acceptable.

B.3 Identify incoming correspondence that needs immediate attention and handle appropriately or assign to staff.

B.4 Review and identify all incoming assignments from outside the Bureau including the Incoming and Rush Workbaskets. Determine necessary action, priority needed and assign.

B.5 Handle all manual exception correspondence appropriately, to avoid the correspondence being indexed incorrectly into myETF.

B.6 Sort and identify all correspondence into appropriate folders for indexing and imaging documents.

B.7 Review all documents in Research Workbasket that do not have a valid SSN on myETF, documents received for members who have multiple plan types and/or when a Staple ID is not valid in myETF. Research and complete indexing of documents or delete documents from myETF, as needed.

B.8 Create monthly schedule and monitor the "Expedited” requests.

Process Death Notices
Worker
Activity C.1 Review all death notices received in Department. Determine status of the notice as being either annuitant, non-annuitant, joint survivor/spousal death or closed account. Monitor/process monthly reports for employer reported deaths.

C.2 Assign appropriate transaction control (TC) or valid index number to death notice and determine whether the notice is first or second death notice.

C.3 Re-index death notices when needed and notify all areas affected.

C.4 Enter Date of Death on WEBS and Death Flags in myETF.

C.5 Manage the "One-Step” death processing.

Provision of Bureau Operational Support

Worker
Activity D.1 Assist in researching and re-indexing jobs/service request in myETF.

D.2 Assist in backing up front desk/quick service as needed. Keep Form and Brochure drawers stocked with current materials and review the various calendars to identify who is available to take appointments.

D.3 Train and audit work of other Bureau staff as directed. Provide accuracy results and recommendations for additional or continued training to Section Chief. Recommend improvements to Bureau training plans and approaches.

D.4. Assist in researching and troubleshooting system reports.

D.5. Assemble packets to be mailed from the prior days completed work and perform PII verification to ensure estimates are mailed the correct member.

D.6. Perform other duties as assigned.
Skill Requirements:
Planning and organizing work to meet deadlines, unanticipated needs, or changing priorities.
Providing high quality customer services
Oral and written communication practices and principles
The use of complex and sophisticated personal computer based software systems (e.g., Microsoft Windows applications such as Word, Excel, Access, etc.)
  1. Use of automated systems requiring data entry
  2. Use of a 10-key calculator
  3. Research, analyze and determine appropriate responses to complex questions.
  4. Interpret and apply Wisconsin statutes, Administrative Code and other technical resources related to annuity payments, health insurance and sick leave
  5. Interpret and apply state and federal tax laws and regulations pertaining to annuity and survivor payments and tax reporting
  6. Effectively and professionally communicate technical and complex information to a Client audience
  7. Calculate complex benefits involving multiple factors
  8. Interact effectively with a variety of persons at different levels within and outside the organization and establish productive and positive working relationships
  9. Analyze facts and problems, infer and decide on potential and appropriate solutions
  10. Accurately perform complex mathematical computations
  11. Train and audit work of other staff
Under close to limited supervision of the, Member Services Section Chief, this position provides accurate and detailed information to Wisconsin Retirement System (WRS) participants, their representatives and survivors, and other interested parties regarding the benefit programs administered by the Department of Employee Trust Funds (ETF). This position analyzes employee records to determine eligibility under Wisconsin statutory provisions and department policies, computes benefit estimates, and provides accurate information to participants regarding retirement annuity payments, responds to incoming benefit related correspondence, and processes death notices.

In addition, this position assists in training and auditing the work of other staff, participates in revising work procedures, updates forms and brochures, and provides general administrative support. This position requires exceptional communication (oral and written), customer service skills, and proficiency with use of a personal computer and computer software, calculator and other phone.

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