Member Service Representative

SURS’ Member Service roles rely heavily on strong customer service, communications, critical thinking, and mathematical skills. Certain departments are more customer service-focused while others focus more on claims processing and analysis. Openings are available in multiple departments. Must be a current Illinois resident to apply.

Required Qualifications

1. High school diploma or equivalent.
2. Any one or combination totaling three (3) years (36 months) from the categories below:
   1. college course work in business administration, communications, public relations, or a closely related field as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. work experience in customer service or office administrative support

• Applied knowledge of computers.
• Skill in verbal and written communication.
• Ability to learn and apply the rules, policies, and practices of the retirement system and other state and federal governmental agencies.
• Ability to work with a diverse member base.
• Ability to deal with the members, annuitants, and agencies in a friendly manner to achieve positive customer service.
• Ability to work well with others during conversations, projects, meetings, or other collaborations.

Preferred Qualifications

• Strong analytical thinking skills
• Detail-oriented
• Mathematical background
• Excellent phone etiquette
• Strong written and verbal communication skills
• Desire to learn, grow and contribute to the team and organization
• Desire to assist others during important life transitions
• Ability to appropriately handle confidential or sensitive information
• Self-motivator
• Strong organizational skills

Departments

Call Center

• Provide exceptional customer service to SURS members, employers, and outside entities regarding SURS benefits
• Serve as a process liaison between the Call Center and other departments
• Bring a desire to continuously learn and assist others

Counselors

• Counsel members on all SURS benefits with a focus on retirement
• Calculate and explain estimated benefits, as well as the costs of service purchases
• Conduct educational presentations and seminars for large groups of members
• Bring a desire to regularly interact with and help others

Death, Disability & Disability Retirement

• Process, calculate and approve the following claim types:
  • Death
  • Survivor
  • Disability
  • Disability Retirement Annuity (DRA)
• Interact regularly with SURS employer representatives to facilitate efficient processing
• Bring a keen awareness to the importance of assisting membership during difficult life changes

Employer Services

• Act as a liaison between SURS staff, members and employers
• Communicate daily with representatives from SURS’ 61 campuses
• Assist in receipt and processing of employer transactions
• Troubleshoot employer processing issues
• Provide individual and group education to SURS employers on SURS’ benefits and processes

Insurance

• Investigate and resolve premium discrepancies

Pay Benefits

• Process benefit payments including completion of pay benefits records and payment for the following:
  • Separation refunds
  • Finalized retirements and preliminary estimated payments
  • Disability claims
  • Death and Survivor benefits
  • Beneficiary annuities
  • Reversionary annuities
  • Survivor refunds
  • Excess service waivers
  • Disability retirements
• Update and maintain member demographics and bank files
• Approve daily ACH transfers and maintain check-writing files

PREP (Purchases, Refunds, Edits, Preliminary Estimated Payments)

• Calculate and approve refunds, service credit purchases and preliminary estimated payments
• Prepare cost estimates of service credit purchases
• Interact regularly with SURS employer representatives to facilitate efficient processing

Retirement

Retirement Savings Plan (RSP)

Benefits

• Insurance benefits, including medical, vision and dental
• Participation in SURS retirement plan
• Paid vacation, sick leave and 11 paid holidays
• Paid Parental Leave after six months of employment
• Casual/business casual attire (dependent on job duties)
• Flexible work environment

Application Process

To apply for this position, please click the apply button at the top of this job posting. Fill in the online application and attach a copy of your resume and cover letter.