State Universities Retirement System of Illinois
Member Service Representative
State Universities Retirement System of Illinois, Champaign, Illinois, us, 61825
Serve in a Member Service Representative role in one of the following SURS departments:
Call Center, Counseling, Death & Disability, Employer Services, Insurance, Pay Benefits, PREP, Retirement, Retirement Savings Plan (see department descriptions below).
SURS is the administrator of a cost-sharing, multiple-employer, public employee retirement system that provides retirement, survivor, disability and death benefits to employees of Illinois state universities, community colleges, and certain other affiliated organizations and agencies. SURS was created in 1941, by an act of the Illinois General Assembly, and is governed by the Illinois Pension Code (40 ILCS 5/15-101 et seq.). SURS provides benefit services to over 250,000 members who work for 61 employers. SURS is responsible for investing assets in a diversified portfolio of U.S. and foreign stocks, bonds, real estate and alternative investments. SURS maintains a defined benefit plan, which on June 30, 2023, had assets valued at approximately $23.2 billion. SURS also administers two defined contribution plans, the Retirement Savings Plan, which on June 30, 2023, had assets of approximately $3.7 billion and the Deferred Compensation Plan, which had assets of approximately $28.5 million. Northern Trust serves as SURS’ master trustee custodian.
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 QualificationsHigh school diploma or equivalent.Any one or combination totaling three (3) years (36 months) from the categories below:
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)
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 skillsDetail-orientedMathematical backgroundExcellent phone etiquetteStrong written and verbal communication skillsDesire to learn, grow and contribute to the team and organizationDesire to assist others during important life transitionsAbility to appropriately handle confidential or sensitive informationSelf-motivatorStrong organizational skillsDepartments
Call Center
Provide exceptional customer service to SURS members, employers, and outside entities regarding SURS benefitsServe as a process liaison between the Call Center and other departmentsBring a desire to continuously learn and assist othersCounselors
Counsel members on all SURS benefits with a focus on retirementCalculate and explain estimated benefits, as well as the costs of service purchasesConduct educational presentations and seminars for large groups of membersBring a desire to regularly interact with and help othersDeath, Disability & Disability Retirement
Process, calculate and approve the following claim types:
DeathSurvivorDisabilityDisability Retirement Annuity (DRA)
Interact regularly with SURS employer representatives to facilitate efficient processingBring a keen awareness to the importance of assisting membership during difficult life changesEmployer Services
Act as a liaison between SURS staff, members and employersCommunicate daily with representatives from SURS’ 61 campusesAssist in receipt and processing of employer transactionsTroubleshoot employer processing issuesProvide individual and group education to SURS employers on SURS’ benefits and processesInsurance
Act as a liaison between the Department of Central Management Services (CMS) and SURS membersMaintain check-writing files as it relates to insurance premiumsInvestigate and resolve premium discrepancies
Pay Benefits
Process benefit payments including completion of pay benefits records and payment for the following:
Separation refundsFinalized retirements and preliminary estimated paymentsDisability claimsDeath and Survivor benefitsBeneficiary annuitiesReversionary annuitiesSurvivor refundsExcess service waiversDisability retirements
Update and maintain member demographics and bank filesApprove daily ACH transfers and maintain check-writing filesPREP (Purchases, Refunds, Edits, Preliminary Estimated Payments)
Calculate and approve refunds, service credit purchases and preliminary estimated paymentsPrepare cost estimates of service credit purchasesInteract regularly with SURS employer representatives to facilitate efficient processingRetirement
Process, calculate and approve retirement claimsCalculate and approve employer billsInteract regularly with SURS employer representatives to facilitate efficient processingRetirement Savings Plan (RSP)
Participate in the daily administration of SURS defined contribution plansProcess daily transactional and error reportsProcess death claims, non-retirement eligible distributions and retirement eligible distributionsServe as a liaison and resource for SURS staff, RSP service providers and SURS employersConduct customer service-related activities with SURS membersLocation
Based in Champaign, ILBenefits
Insurance benefits, including medical, vision and dentalParticipation in SURS retirement planPaid vacation, sick leave and 11 paid holidaysPaid Parental Leave after six months of employmentCasual/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.
Call Center, Counseling, Death & Disability, Employer Services, Insurance, Pay Benefits, PREP, Retirement, Retirement Savings Plan (see department descriptions below).
SURS is the administrator of a cost-sharing, multiple-employer, public employee retirement system that provides retirement, survivor, disability and death benefits to employees of Illinois state universities, community colleges, and certain other affiliated organizations and agencies. SURS was created in 1941, by an act of the Illinois General Assembly, and is governed by the Illinois Pension Code (40 ILCS 5/15-101 et seq.). SURS provides benefit services to over 250,000 members who work for 61 employers. SURS is responsible for investing assets in a diversified portfolio of U.S. and foreign stocks, bonds, real estate and alternative investments. SURS maintains a defined benefit plan, which on June 30, 2023, had assets valued at approximately $23.2 billion. SURS also administers two defined contribution plans, the Retirement Savings Plan, which on June 30, 2023, had assets of approximately $3.7 billion and the Deferred Compensation Plan, which had assets of approximately $28.5 million. Northern Trust serves as SURS’ master trustee custodian.
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 QualificationsHigh school diploma or equivalent.Any one or combination totaling three (3) years (36 months) from the categories below:
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)
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 skillsDetail-orientedMathematical backgroundExcellent phone etiquetteStrong written and verbal communication skillsDesire to learn, grow and contribute to the team and organizationDesire to assist others during important life transitionsAbility to appropriately handle confidential or sensitive informationSelf-motivatorStrong organizational skillsDepartments
Call Center
Provide exceptional customer service to SURS members, employers, and outside entities regarding SURS benefitsServe as a process liaison between the Call Center and other departmentsBring a desire to continuously learn and assist othersCounselors
Counsel members on all SURS benefits with a focus on retirementCalculate and explain estimated benefits, as well as the costs of service purchasesConduct educational presentations and seminars for large groups of membersBring a desire to regularly interact with and help othersDeath, Disability & Disability Retirement
Process, calculate and approve the following claim types:
DeathSurvivorDisabilityDisability Retirement Annuity (DRA)
Interact regularly with SURS employer representatives to facilitate efficient processingBring a keen awareness to the importance of assisting membership during difficult life changesEmployer Services
Act as a liaison between SURS staff, members and employersCommunicate daily with representatives from SURS’ 61 campusesAssist in receipt and processing of employer transactionsTroubleshoot employer processing issuesProvide individual and group education to SURS employers on SURS’ benefits and processesInsurance
Act as a liaison between the Department of Central Management Services (CMS) and SURS membersMaintain check-writing files as it relates to insurance premiumsInvestigate and resolve premium discrepancies
Pay Benefits
Process benefit payments including completion of pay benefits records and payment for the following:
Separation refundsFinalized retirements and preliminary estimated paymentsDisability claimsDeath and Survivor benefitsBeneficiary annuitiesReversionary annuitiesSurvivor refundsExcess service waiversDisability retirements
Update and maintain member demographics and bank filesApprove daily ACH transfers and maintain check-writing filesPREP (Purchases, Refunds, Edits, Preliminary Estimated Payments)
Calculate and approve refunds, service credit purchases and preliminary estimated paymentsPrepare cost estimates of service credit purchasesInteract regularly with SURS employer representatives to facilitate efficient processingRetirement
Process, calculate and approve retirement claimsCalculate and approve employer billsInteract regularly with SURS employer representatives to facilitate efficient processingRetirement Savings Plan (RSP)
Participate in the daily administration of SURS defined contribution plansProcess daily transactional and error reportsProcess death claims, non-retirement eligible distributions and retirement eligible distributionsServe as a liaison and resource for SURS staff, RSP service providers and SURS employersConduct customer service-related activities with SURS membersLocation
Based in Champaign, ILBenefits
Insurance benefits, including medical, vision and dentalParticipation in SURS retirement planPaid vacation, sick leave and 11 paid holidaysPaid Parental Leave after six months of employmentCasual/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.