Member Service Representative Job in Madison 53713, Wisconsin US

Please note, we will only accept online applications via our Web site at wea.trust.com.  Do not apply by e-mail.
 
The Member Service Representative provides information and other services to current and potential WEA Retirement Investment Services (RIS) participants.  The Member Service Representative provides daily telephone coverage as operationally needed; assists participants and prospective participants with enrollment, contributions, distributions, and tax reporting; and provides complete and accurate information in response to their questions.

 

Accuracy, timeliness, and dependability are expected and must be routinely delivered without significant ongoing supervision or technical assistance.

 

Objectives

 

The Member Service Representative performs these duties on a regular basis.  The percents of time are prospective estimates of daily averages over time.  Actual day-to-day assignments may differ, but the Member Service Representative must competently perform all duties when s/he is assigned to do so.

 

Receive and respond to telephone, written, and face-to-face inquiries from employers and participants or prospective participants about retirement and investment programs and related processes and procedures.  (40%)

 

Provide information in response to written, electronic, and telephone inquiries from employers, participants, and prospective participants including, but not limited to, eligibility, use of the Web site, enrollment (both Web and hard copy), contributions, contribution limits, fees, distributions, tax withholding, and Internal Revenue Service (IRS) requirements.

 

Occasionally meet with participants who visit the WEA Trust (the Trust) building to provide services within the scope of the Member Service Representative position.

 

Notify employers and participants of program changes, request additional information from them by phone or letter, and create original correspondence as necessary.

 

Verify information and process transactions using the online RIS system.  (35%)

 

Verify information on application, contribution, distribution, and other forms is complete and accurate and contact employer, participants, and prospective participants to request additional or verify unclear information as needed.

 

Accurately enter or give clear and concise instructions to the Trust Accounting Department staff to enter participant financial and other information into the online record-keeping system.

 

Accurately enter requests for forms, brochures, and other written information in the database (GEM and/or AS/400).

 

Verify and make address changes in all applicable databases when information is received from an acceptable source.

 

Respond to requests from Third Party Administrators to accomplish participant transactional requests.

 

Research participant employment and contribution history to calculate annual limits to 403(b) according to IRS regulations, including identifying and contacting participants about excess Tax Sheltered Annuity (TSA) and/or Individual Retirement Account (IRA) contributions or distributions, and calculating and processing excesses by the IRS deadline.

 

Confirm eligibility and process or verify accurate processing of distribution requests, such as systematic (including monthly, quarterly interest, 72T, period certain, and annual), excess, Minimum Required Distributions, hardship, disability, pre-1989, lump sum, and transfer/rollover in accordance with the rules for the applicable qualifying event, employer plan directives, and IRS restrictions by identifying and gathering the appropriate information from participants, employers, and other providers, and explaining IRS rules and possible tax consequences.

 

Verify tax withholding and reporting documentation is accurate by the following:

 

Ensuring the record-keeping system generates the appropriate tax reporting code and changes any incorrect codes.

 

Reconciling total withdrawals and federal taxes withheld with the totals calculated by the Trust Accounting Department.

 

Requesting 1099-R information through the electronic system and by working with the online system vendor staff to ensure information received is accurate, and working with the Member Benefits Information Technology staff and the Trust Accounting Department to issue and send 1099-Rs to participants by the IRS deadline.

 

Work with the Trust Accounting Department staff, employers, and participants to research and resolve account credit and debit discrepancies by analyzing and evaluating related transactions and communicating with participants and employers about adjustments.

 

Update online system with remittance data and reviews, and resolve manual and automated remittance discrepancies for the TSA and IRA Trust advantage programs as follows: (15%)

 

Enter accurate data into the online system and provide employers remittance reports.

 

Audit remittance and enrollment/contribution confirmations for accuracy; and identify, investigate, and resolve any discrepancies (including unallocated contribution amounts and over and under payments) with the Trust Accounting Department or appropriate employer personnel.

 

Assist with employer plan administration, including verifying approved vendor list, information sharing agreements, and other employer directives.  Confirm and provide accurate reporting to employers.

 

Gather remittance information from or provide information to the participant or the employer regarding contributions, IRS requirements, and adjustments through written correspondence and/or telephone, and completing purchase requisitions for approval when a refund to the employer is necessary.

 

Perform projects and assignments compatible with the skills and experience presumed for incumbents in this position including, but not limited to, identifying system problems; researching, analyzing, and testing system solutions or applications; making system improvement recommendations to the appropriate staff; working with the online system provider and WEA Trust Member Benefits (Member Benefits) records retention officer to record and appropriately retain participant financial records.  (10%) 

Qualifications Required for Appointment

 

To be considered for appointment to this position, the applicant must demonstrate the following:

 

Commitment to excellence in customer service and other Member Benefits values.

 

Respect for public employees and union organizations.

 

Excellent verbal communication skills, including the ability to convey routine and complex information, such as legal and financial issues to participants in a clear, concise, and persuasive manner appropriate to and understood by the audience; as well as expertise in listening effectively and asking appropriate questions to fully understand and accurately respond to the presented question or concern.

 

Successful experience using personal computers, including keyboarding skills, knowledge of Windows-based software, the ability to efficiently and effectively navigate between different computer programs, and the ability to document complete and appropriate information into the online system while speaking on the telephone.

 

Ability to perform mathematical calculations, use mathematical formulas, and reconcile amounts received to amounts billed.

 

Ability to identify problems and independently collect, logically organize, and analyze information and/or data in order to make appropriate decisions or recommendations.

 

Ability to present routine and complex information to participants and school district personnel in a clear, concise, and logical manner by appropriately editing standard letters and composing correspondence with correct format, sentence structure, spelling, punctuation, grammar, and tone.

 

Knowledge of the available RIS programs and relevant internal operating procedures relating to legal and regulatory requirements, including applicable tax consequences or the willingness and the ability to gain.

 

Knowledge of the RIS online record-keeping system; online imaging, electronic document work flow, and documentation system; and other information systems or the willingness and the ability to gain promptly.

 

Ability to handle multiple demands simultaneously, organize and prioritize work, and complete all work accurately and in a timely fashion.

 

Ability to work as a constructive member of a team, including the free sharing of information and technical expertise as needed.

 

Ability to quickly, effectively, and continually adapt to changes in work duties, processes, and technology.

 

Excellent performance in present and past positions.

Preferred Qualifications

 

The following qualifications are preferred for appointment to this position:

Knowledge of the available RIS programs and relevant internal operating procedures.

 

Knowledge of the legal and regulatory IRA and TSA requirements.

 

Knowledge of the RIS online record-keeping system; online imaging, electronic document work flow, and documentation system; and other information systems.

 

Experience using Microsoft Word and/or SharePoint.

Qualifications Required for Successful Performance

 

For successful performance, the incumbent must demonstrate the following:

 

Mastery of the RIS online record-keeping system; online imaging, electronic document work flow, and documentation system; and other information systems if not possessed upon appointment.

 

Mastery of the available RIS programs and relevant internal operating procedures relating to legal and regulatory requirements, including applicable tax consequences if not possessed upon appointment to this position.

 

Mastery of the relevant policies and procedures used by Member Benefits.

 

Understanding of the mission and the political context of the work of Member Benefits.

 

Satisfactory performance of all the foregoing duties assigned.