Job Description

The School Employees Retirement System of Ohio (SERS) is seeking a Member Support Specialist . The candidate’s level of experience will determine pay and title.

Location: Columbus, Ohio (This position is hybrid and has work from home flexibility. Mandatory three days on-site.)

Salary Range:

Member Service Specialist: $44,880 – $53,856

Position summary:

The Member Support Specialist is responsible for answering incoming calls and online chats from members, retirees, beneficiaries, or other constituents. The Specialist is responsible for providing accurate information regarding eligibility for retirement, health care, service estimates based upon age, service credit, final average salary, and a detailed review of members’ files to determine service credit and account balance.

Summary of Responsibilities include but not limited to:

• Handle member and retiree inquiries by phone or chat, providing clear and accurate benefit information.
• Use internal systems to access and update information needed to answer inquiries.
• Assess member questions, offer solutions, and refer complex cases to the appropriate team member, if needed.
• Fulfill requests for brochures, forms, and other documents quickly and accurately.
• Document all member interactions thoroughly in the tracking system.
• Stay current on benefits, legislative updates, and health care information that may affect members.
• Respond to routine written inquiries received through the website, chat, or mail.
• Collaborate with team members to solve problems and support department goals.
• Meet established quality and service expectations consistently.
• Protect all personal and health-related data by following laws, policies, and security best practices.

Required Experience:

• High school diploma or general education degree (GED);
• One to three years related experience and/or training;
• Call center and online chat experience a plus with;
• Excellent attention to detail
• Excellent oral and written communication skills
• Ability to adapt to a fast-paced environment
• Ability to effectively understand another’s feelings and emotions
• Desire and drive to acquire knowledge and skills necessary to perform job more effectively
• Builds and maintains ongoing, collaborative, working relationships with others
• Equivalent combination of education, skills, and experience

To view the full job description and to apply, please visit

SERS is a defined benefit public pension fund that provides retirement allowances, disability and survivor benefits, and access to health care coverage for the people who served our schools. Our members are school bus drivers, custodians, secretaries, cafeteria workers, teacher’s aides, administrative and support staff, treasurers, business managers, and school board members – anyone who works for a school or school system in a nonteaching position. Our office is located in Columbus, Ohio.

SERS is an Equal Employment Opportunity Employer. We recruit, hire, train, and promote without discrimination due to age, race, color, religion, sex, sexual orientation, national origin, citizenship, disability, military leave or veteran status, genetic information, or any other status protected by applicable federal, state or local law.

SERS is committed to ensuring all applicants can successfully submit an application for consideration. If you have a disability, and you wish to discuss potential accommodations to complete your application for employment, please send an email to hr@ohsers.org or call (614) 340-2255.

SERS does not accept unsolicited recruiter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with SERS.

Job Type: Full-time

Pay: $44,880.00 - $53,856.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Work Location: Hybrid remote in Columbus, OH 43215

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