Administrative Assistant 1 - Knowledge Services

Overview

Knowledge Services is seeking an Administrative Assistant to provide Front Desk Support for a 6-month contract position with the State of Indiana Public Retirement System (INPRS).  This role will work 100% onsite in downtown Indianapolis.

Work schedule:

• Mon - Friday from 8:30am - 4:30pm

Responsibilities

Administrative Assistant Responsibilities:

• This position requires a broad knowledge of pension benefits as well as a general knowledge of every aspect of the Systems’ operations, ability to coordinate with others within the organization both verbally and in writing to resolve member and employer issues. The position will require strong interpersonal skills to create positive work relationships.

• Work directly with customers to answer questions and resolve issues, including but not limited to PERF, TRF, and non-PERF retirement and disability processes, plan provisions and any other day to day items relating to the administration of the INPRS retirement plans. • Welcomes and directs INPRS members and guests arriving for information and appointments.• Must be able to interact/communicate professionally with INPRS members and staff.• Knowledgeable on technologies including Microsoft 365, but not limited to ERM, INPAS, INPRS Web, Benefits Web, etc. • Track all contacts made with customers and properly document each account to ensure that, should the issue arise again, it can be responded to quickly and efficiently. • Active participation in training and learning opportunities to expand your knowledge of the position and organization. • Other related duties and projects as assigned.

Qualifications

Administrative Assistant Requirements:

• Associate’s degree and at least one year of customer service experience; or High School diploma/GED with three years of customer service experience • Experience in financial services, insurance, group benefit or pension industry

• Comprehension of plans associated with INPRS including but not limited to RMBA, annuities, and store value cards• Ability to answer or resolve complex issues and provide training and assistance to others.• Maintaining a professional demeanor in all situations.• Demonstrating patience while determining member’s needs.• Using customer service techniques to effectively manage challenging customers.• Exhibit empathy in order to build authenticity and positive rapport to develop customer relationships.• Taking ownership of an issue and seeing to it that the situation is resolved as promptly and effectively as possible.• Collaborate and communicate effectively with third party vendors.• Strong computer skills in Microsoft Office, Windows and e-mail• A positive attitude, passion for providing world class customer service, and an emphasis on problem solving.• Exceptional oral and written skills needed for communications occurring in person, over the phone and in writing with members and INPRS staff.• Flexibility to deal with frequent changes in work assignments and schedules.• Understanding and strive to meet or exceed metrics in order to provide a high level of customer service.

Knowledge Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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