Director of Member Services, Member/Employer Experience

Job Description:

Director of Member Services, Member/Employer Experience

Description

CAREER DESCRIPTION

DIRECTOR OF MEMBER SERVICES

(MEMBER/EMPLOYER EXPERIENCE)

Open to the Public

Applications will be accepted on a continuous basis until the needs of OCERS have been met. Interested applicants are encouraged to apply immediately.

OCERS is seeking a results-driven team member with demonstrated leadership experience and strong interpersonal and verbal presentation skills to lead our quality assurance, member and employer relations teams. The incumbent will be customer-focused with strong technical knowledge and analytical methods to support the department's operations.

OCERS offers a competitive benefits package, a defined benefit pension plan which has reciprocity with the Public Employees Retirement System (PERS) and a deferred compensation plan. OCERS also offers a $10,000 annual Educational and Professional Reimbursement, a $3,500 taxable optional benefit plan, and a flexible/hybrid work schedule.

DESCRIPTION
The Orange County Employees Retirement System (OCERS) invites you to join our growing Member Services TEAM! We are now accepting on-line applications to fill the Director of Member Services, Member/Employer Experience position. This recruitment is open to the public and will be used to establish an eligible list to fill an immediate vacancy within the Member Services division. The eligible list may be used to fill positions in similar and/or lower classifications.

WHO WE ARE
Established in 1945, the Orange County Employees Retirement System (OCERS) provides retirement, death, disability and cost-of-living benefits to retirees of the County of Orange and certain County districts. Serving approximately 55,000 members, OCERS is governed by a ten-member Board of Retirement that is responsible for managing a $24 billion dollar fund. For more information about OCERS, please click here .

Mission

OCERS' mission is to provide secure retirement and disability benefits with the highest standards of excellence.

Vision

OCERS' vision is to be a trusted partner providing premier pension administration, distinguished by consistent, quality member experiences and prudent financial stewardship.

Values

• Open and Transparent
• Commitment to Superior Service
• Engaged and Dedicated Workforce
• Reliable and Accurate
• Secure and Sustainable

THE OPPORTUNITY
OCERS is seeking a Director of Member Services, Member/Employer Experience. This position reports directly to the Assistant CEO of External Operations and is expected to uphold the highest standards of accountability, integrity, professionalism, superior service, and system efficiency. The Director of Member Services, Member/Employer Experience is responsible for managing the quality assurance, member, and employer relationship teams. In addition, the successful incumbent manages budgets, workload issues and develops operational procedures.

Under general direction, the Director of Member Services, Member/Employer Experience plans, organizes, and manages the Member/Employer Experience team, ensuring the delivery of retirement benefits to members within the Orange County Employees Retirement System (OCERS). The Director administers policies and communicates procedures in accordance with the County Employees Retirement Law of 1937, and County and state mandates. A key responsibility of this role is to ensure data integrity and to lead the successful implementation of a new pension administration system.

Essential Duties and Responsibilities
The responsibilities of this position will include, but are not limited to the following:

• Provide responsive, high-quality service to retirement system members, representatives of outside agencies and members of the public by providing accurate, complete and up-to-date information in a courteous, efficient and timely manner.
• Ensure that the County Employees Retirement Law of 1937, Federal and State statutes and OCERS' policies are followed in the administration of the benefit programs.
• Prepare comprehensive cost projections, summaries, reports and recommendations of benefit activities.
• Develop, train, mentor, and evaluate team members directly or through subordinate supervision.
• Participate in hiring decisions, disciplinary actions and other personnel activities.
• Establish policies and procedures for the administration of the division.
• Consult and meet with various groups including, Participating Employers, governmental agencies, County departments, actuaries, consultants, and retirement system members.
• Make presentations before a variety of groups regarding the laws, rules and benefits of OCERS.
• Participate in special projects for the resolution of complex issues regarding the operations and management of OCERS.
• Play a key role in the design, development, and implementation of a new pension administration system, ensuring it meets the needs of members and staff while complying with all relevant regulations.
• Oversee the migration of data to the new system, ensuring data integrity and accuracy.
• Develop and implement data governance policies and procedures to maintain data quality standards.
• Generate and analyze reports related to membership and member services metrics.
• Participate in special projects for the resolution of complex issues regarding the operations and management of OCERS.
• Interact with the Department of Human Resources on Workers’ Compensation and disability retirements.
• Confer with counsel on complex and confidential correspondence to attorneys or members.

MINIMUM QUALIFICATIONS
Minimum qualifications required for entry into the classification.

Education and/or Experience

A Bachelor's Degree from an accredited college or university in Business Administration, Finance, Economics, Accounting or another closely related field.

OR

Seven years of progressively responsible experience in managing customer service for a retirement program or public pension system

AND

Five years of professional level benefits, health or pension administration experience; at least two years of which must include directly managing staff.

Special Notes, Licenses or Requirements

• A valid California class C driver’s license or the ability to arrange necessary and timely transportation for field travel.
  
• May be required to use personal vehicle.
  
• A complete background investigation is required; a felony or misdemeanor conviction may be a disqualifying factor from employment.
  

HIGHLY DESIRABLE QUALIFICATIONS

• Paralegal certification, Worker’s Compensation Claims Professional certification, and/or Certified Employee Benefits Specialist(CEBS).
• Minimum of five years of supervisory and project management experience.
• Strong leadership, problem solving, presentation and interpersonal skills.
• Pension plan experience.
• Experience working with various stakeholders, including union representatives, government officials, and pension plan members.
• Demonstrated experience with the design, development, and implementation of pension administration systems.
• Experience in data management, data migration, and data governance within a pension or financial environment.

Please click here for details on this classification.

THE IDEAL CANDIDATE

Leadership
Energetic, knowledgeable, flexible and collaborative with a broad range of experience in the administration and delivery of retirement benefits. Exhibits excellent judgment with the ability to take the initiative and a strong commitment to maintaining a high level of ethical and confidentiality standards.

Communication

Strong interpersonal, analytical and verbal presentation skills with the demonstrated ability to establish and maintain trusting and collaborative working relationships with the Board, management, team members, participating employers and stakeholders.

Results-Oriented
Customer-focused, driven to achieve a high level of excellence. A person of integrity with the ability to see the big picture; proven track record of identifying best practices, analyzing business processes and making appropriate recommendations; ability to facilitate a positive work environment and a strong commitment to OCERS' Mission, Vision and Values.

Problem Solving and Analysis
Thorough problem solving and analytical skills with the ability to achieve results through others. Strong technical knowledge and analytical methods to support decision-making that benefits the department's operations.

Knowledge of

• Extensive knowledge of the 1937 County Employees Retirement Law and current regulations and statutes as it relates to disability and service retirements, divorce and death benefits.
• County policies and procedures including Civil Service Rules, the Compensation Ordinance, hiring, purchasing, grievance and disciplinary procedures.
• Participating Employer personnel rules, practices and procedures as it relates to a qualified pension plan.
• Supervision and training principles, practices and techniques.
• Actuarial principles pertaining to retirement system funding.
• Defined benefit retirement plans and other types of pension plans.
• Telephone, office, and online etiquette.
• Customer service objectives and strategies.
• Methods of medical or disability claim investigation.
• The workers compensation, medical, and/or disability claims process.
• Methods and techniques of research, statistical analysis, and report presentation.
• Computer applications and hardware related to the performance of the essential functions of the job.

Skills/Ability to

• Establish and maintain professional relationships with members of the Board of Retirement, Participating Employers, OCERS team members, retirement system members and the public.
• Communicate effectively in English both orally and in writing with a variety of individuals representing diverse cultures and backgrounds.
• Maintain a professional demeanor in volatile situations which require a high degree of sensitivity, tact and diplomacy.
• Manage, coordinate, and plan the day-to-day operations of OCERS Member Services and Disability divisions.
• Understand and interpret laws, policies and ordinances.
• Calculate and prepare mathematical data relative to payroll, retirement benefits and actuarial reports.
• Supervise, train, coordinate and evaluate employees
• Set goals, manage performance, and foster a collaborative environment.
• Identify and define actual and potential problems or concerns pertaining to the accuracy and integrity of member and transmittal data.
• Handle complex inquiries, conflict resolution, and provide clear, concise information to all stakeholders.
• Perform job functions independently and in an ethical and objective manner.
• Improve processes, streamline workflows, and implement best practices in pension administration.
• Calculate and prepare mathematical data relative to actuarial reports.
• Conduct comprehensive and analytical reviews of medical records.
• Understand and communicate complex medical and legal concepts.
• Manage large-scale data migration projects.
• Collaborate with IT professionals to design and implement data interfaces between systems.
• Exercise appropriate judgment in answering questions and releasing information.
• Demonstrate strict confidentiality, professionalism, integrity and compliance with applicable laws and regulations at all times.
• Use standard office equipment such as: computer, printer, scanner, fax machine, photocopier and 10-key calculators.

PHYSICAL, MENTAL, and ENVIRONMENTAL CONDITIONS

The physical and mental demands described here are representative of those that are customarily required to successfully perform the essential functions of this class.

Physical and Mental Requirements

• Speak and hear well enough to communicate clearly and understandably in person, over the telephone, and in small groups.
• Manual dexterity sufficient to use hands, arms, and shoulders repetitively to operate a telephone, keyboard, write and use a calculator.
• Mental stamina to interact professionally with members of the Board of Retirement, Participating Employers, peers, and consultants.
• Vision sufficient to read fine print and a computer monitor.
• Independent body mobility, agility, and stamina to stand, walk, stoop, bend, and twist, to access a standard office environment.
• Ability to sit for prolonged periods of time.
• Body strength sufficient to lift up to 15 pounds and carry files.

Environmental Conditions

• The primary work place is in an office environment, working with standard office equipment.
• Peripheral office equipment generates a quiet to moderate noise level.
• Operates in an environment that includes elected officials, non-elected officials, government agencies, community interest groups, and the general public in the development and coordination of OCERS affairs.
• Out-of-area travel may be required to attend professional conferences, due diligence, and meetings.

COMPENSATION AND BENEFITS

Compensation will be determined based on the experience level, credentials, and personal characteristics of the candidate. OCERS offers a competitive benefits package that includes a choice of several health plans, annual leave, and paid holidays. Additionally, OCERS has a defined benefit pension plan which has reciprocity with the Public Employees Retirement System (PERS). Participation in a deferred compensation plan is also available. OCERS also offers a $10,000 annual Educational and Professional Reimbursement, a $3,500 taxable optional benefit plan, annual leave, and a flexible/hybrid work schedule.

For additional information and details about the benefits offered, click here .

For additional information and details about the retirement plan for OCERS, click here .

RECRUITMENT PROCEDURE:

OCERS' Human Resources Department will screen all application materials to identify qualified candidates. Applications submitted without a completed supplemental information form will be disqualified from further consideration. After screening, the more qualified candidates will be referred to the next step in the recruitment process and notified via e-mail of all further procedures applicable to their application status.

Applications Appraisal Panel (AAP) | Application Rating (Refer/Non-Refer)
A panel of job knowledge experts will screen and evaluate all application materials for job knowledge, competencies, and related education and experience as described above. Please be thorough in your responses to supplemental questions as each will be evaluated and rated accordingly. Additionally, please be thorough in aligning your education and work experience to the competencies and qualifications listed in this bulletin. Clarity of expression, grammar, spelling and ability to follow instructions will also be considered in the evaluation. This is a competitive process and only the more qualified candidates will be referred to the next step.

Qualifications Appraisal Panel | Oral Interview

Candidates will be interviewed and rated by a panel of job knowledge experts. Each candidate's rating will be based on responses to a series of structured questions designed to elicit the candidate's qualifications for the job.

Based on OCERS' needs and the number of applications received, the selection procedures listed above may be modified, and all affected candidates will be notified.

HOW TO APPLY
Only on-line applications with the completed supplemental questions will be accepted.

E-mail is the primary form of notification during the recruitment process. Please ensure your correct e-mail address is on your application and only use one e-mail account.

Your application should highlight all of the areas in which you have developed expertise, matching your professional experience with the specific qualifications listed above.

It is recommended that you record or print your confirmation page, as this verifies receipt of your on-line application.

You may apply on-line at the OCERS website: https://www.ocers.org/careers-ocers .

For specific information pertaining to this recruitment, please contact Sarah Abrahamson at (714) 569-4818 or email sabrahamson@ocers.org .

Do not submit a resume to this email address as they will not be considered in lieu of the required application process.

ADDITIONAL INFORMATION

EMAIL NOTIFICATION

Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account. NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply. Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocers.org." If your email address should change, please update your profile at www.governmentjobs.com .

FREQUENTLY ASKED QUESTIONS

Click here for additional Frequently Asked Questions.

EEO INFORMATION

OCERS, as an Equal Employment Opportunity employer, encourages applicants from diverse backgrounds to apply.

Administrative Management *
In addition to the County's standard suite of benefits -- such as a variety of health plan options, sick and vacation time and paid holidays -- we also offer an excellent array of benefits such as:

• Retirement: Benefits are provided through the Orange County Employees' Retirement System (OCERS). Please go to the following link to find out more about Defined Benefit Pensions and OCERS Plan Types/Benefits.
  http://www.ocers.org/active-member-information .
• Paid Leave: Twelve holidays per year plus sick and vacation time
• Health & Dependent Care Reimbursement Accounts
• Dental Insurance: County pays 100% of employee and dependent premiums
• Paid Life Insurance: $100,000 life insurance policy
• Paid Accidental & Death and Dismemberment Insurance: $100,000 AD&D insurance policy
• Paid Short & Long Term Disability insurance programs
• 457 Defined Contribution Program

*Effective 07/01/20, management employees who are sworn Public Safety Managers receive health insurance benefits through the AOCDS Medical Benefit Plans.

Click here for information about benefits offered to County of Orange employees.

Closing Date/Time: Continuous

Salary:

$151,382.00 - $234,642.00 Annually