Member Services Manager at Illinois Municipal Retirement Fund (IMRF)

Internal applicants must apply by 8/27/2025!

SUMMARY

The primary role of the Member Services Manager is to ensure customer satisfaction is achieved through high-quality service in the Member Services department.  The Member Services Manager is responsible for overseeing all aspects of the Member Services omnichannel Contact Center and Member Education Units in both the Oak Brook and Springfield offices. In addition to managing the direct delivery of services to over 500k IMRF members, the manager is also responsible for reporting timely results to leaders and for coordinating with other managers and services needed to support delivery of customer service to members.   

This position is also the Business Process Owner (BPO) responsible for the design, coordination, deployment, and ongoing improvement of the Member Customer Service core process. This includes acting as a liaison with Information Services, external vendors for maintaining systems and websites, and the coordination of training of members on new functionality.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assess the member customer service needs of the diverse composition of the IMRF customer base and recommend, tailor, and manage programs that address the member needs across the wide range of ages, educational backgrounds, and geographical locations.   
• Manage department personnel including hiring, training & development, motivating, setting standards, performance management, performance appraisals, and separations.  Due to staff needs, regular and consistent travel to the Springfield office is required of this position.
• Determine and allocate staff resources to accomplish department and organizational goals.
• Develop department operating procedures, monitor and revise department processes.
• Provide leadership in planning, directing and evaluating all aspects of Member Customer Services programs.
• Monitor, provide oversight to ensure optimal total Automatic Call Distribution (ACD) coverage is achieved through ACD Log-On Schedule adherence by all Member Contact Center Representatives. Ensure compliance with Member Contact Center standards and IMRF policies and procedures.
• Monitor, provide oversight and guidance to staff to ensure that performance requirements and service delivery goals for Interactive Voice Response (IVR) services, Member Access web portal services, telephony services such as Call Back Assist and related tools are proactively monitored and managed for optimal customer service delivery.  
• Coordinate information to be disseminated by the Member Service Department.
• Monitor and provide oversight for the update and development of virtual and in-person presentations and educational seminars for members concerning IMRF benefits, law, procedures, and policies.
• Develop and prepare the annual budget for the Member Services Department; review and approve department expenditures.
• Participate in the management team responsible for the overall operations at IMRF, including participation in systems development.
• Support the Mission, Vision, and Values of IMRF through demonstrated actions and leadership.
• Participate and work towards supporting the Strategic Objectives and Strategic Action Plans, as assigned.
• Participate in IMRF customer-focused Key Approaches as assigned to review and ensure that IMRF continues to maintain and improve processes.
• Prepare reports (including detailed statistical reports), memoranda, and related correspondence necessary to the effective and efficient operation of the Member Services Department.
• Improve Department processes via Analysis of Voice of the Customer (VOC) surveys, Customer Feedback, Benchmark reports and Best Practices.
• Act as a liaison between Member Services, Information Services, and third parties in the development and procurement of systems and hardware (including telecommunication services and hardware, etc.).
• Determine staff needs and ensure all tools and technology are available within the constraints of the organization.
• Ensure staff is adequately trained to respond to inquiries posed by members effectively, efficiently, and accurately regarding benefits and services in accordance with Article 7 of the Illinois Pension Code, and IMRF’s administrative policies.
• Resolve operating problems within the department and between departments at IMRF.
• Business Process Owner – Member Services

-       The Business Process Owners owns the overall knowledge of the member service delivery processes and technical solutions that span the assigned functional area.

Responsibilities:

•       Owner of the business strategy for the Member Services functional area.

•       Decision maker for any change requests to the Member Services functional area

•       Understand Horizon Solution to strategically plan, set objectives, and promote growth for their business.

•       Partners with Telus Health to deliver product excellence.

•       Manages the overall ongoing support services for the Member Services functional area.

•       Promotes knowledge growth of the Horizon Solution and the Member Services functional area among the teams.

•       Works with the Business Champion, Technical Lead, and Integrated Technical Resource to optimize escalation and resolution process, and actions as applicable business concern and escalations raised.

•       Ensures communications concerning their product to colleagues are clear and informative.

•       Promotes COTS solution and minimize number of change requests.

•       Ensures Telus Health is working on the correct priority according to the plan.

•       Ensures colleagues are provided with clear responses and reasonable workload as applicable.

•       Minimizes use of Telus Health support hours.

SUPERVISORY RESPONSIBILITIES

·        Direct management of Contact Center Supervisors; Member Education Supervisor; and Department Business Solution Analyst. Indirect management of Contact Center staff; Member Education staff, department Analysts and Receptionists.

·        Responsible for the overall direction, coordination, and evaluation of the Member Services Department. Carries out management responsibilities in accordance with the organization's policies and applicable laws.

·        Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and developing employees; carrying out corrective performance management steps as needed; addressing complaints and resolving problems.

QUALIFICATIONS 

To perform this job successfully, the Member Services Manager should possess a range of skills and qualifications that align with the responsibilities and demands of managing an omnichannel contact center and education unit, such as:

• Leadership skills to supervise, motivate and mentor a team of next level leaders.
• Exceptional communication skills for interacting with staff, upper management, and customers, and for resolving disputes or conflicts effectively.
• Strong understanding of customer service techniques, principles, and guidelines to ensure a high level of service is maintained.
• Problem-solving skills to swiftly and efficiently address and resolve customer complaints and concerns, and operational problems within the center.
• Ability to create and implement strategies and set operational goals to improve overall performance of the department.
• Technical skills to understand and utilize contact center software and equipment, as well as guide and train team members in their use.
• Excellent time management and organizational skills to coordinate and manage the workflow and productivity of the center.
• Understanding of key performance indicators (KPIs), and the ability to analyze and interpret data to make informed management decisions.
• Ability to handle pressure and stress in a fast-paced and demanding environment.

EDUCATION and/or EXPERIENCE

·         Bachelor’s degree from a four-year college or university is required. A business-related major is strongly preferred

• At least five years of experience providing customer service, in any of the following positions:
  1. Direct contact with customers & clients via telephone and/or face-to-face
  2. Processor of group or individual benefits (such as pension or disability)
  3. Administration of pension plan benefits
• Two years of supervisory or managerial experience in a customer service environment
• Exceptional customer service skills, including the ability to handle complaints and issues with the utmost professionalism
• Excellent leadership skills
• Strong leadership skills that drive quality.
• Highly organized, both logical and strategic thinking.
• Excellent communication and interpersonal skills with individuals and groups.
• Great collaborator with all stakeholders.
• Valid Driver’s License

Preferred:

• Knowledge of current or innovative systems or technologies that support a fully functional and efficient omnichannel contact center.
• Previous experience at a public pension plan

• (InFRE) The International Foundation for Retirement Education Certified Retirement Counselor Certification or Certified Employee Benefit Specialist (CEBS) designation

ADDITIONAL INFORMATION

The employee must possess excellent communication and program development skills.  Must be self-motivated, a self-starter, and personable.  Must be able to train and have strong leadership skills.  Must possess excellent organization and time management skills and be capable of balancing multiple priorities concurrently.

 Salary and Benefits 

The expected annual salary range for this role is $120,000- $140,000. Please note the salary information is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. The range listed is just one component of IMRF's total compensation package for employees.

Other factors include the following benefits: 

·       Retirement/Pension, death, and disability benefits as a member of IMRF

·       Generous insurance benefits, including medical and dental

·       35-hour base work week, Monday-Friday. Ability to work one day remote, per week, after 6 months of hire. 

·       Paid vacation, paid sick, 12-13 paid holidays and 2 personal days

·       Tuition reimbursement

·       Business casual attire