Member Services Manager Extra-Help

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Job Description
MEMBER SERVICES MANAGER EXTRA-HELP
This recruitment is open to the public and will close on Sunday, February 27, 2022, at 4:59 PM. Interested applicants should apply immediately.
This is a Temporary/Extra Help position (this is NOT a permanent position). We anticipate that there will be a need for this Temporary/Extra Help position for 4-6 months.
The Orange County Employees Retirement System (OCERS) is now accepting on-line applications.
This recruitment will establish an eligibility list for an immediate vacancy. Interested applicants are encouraged to apply immediately.
WHO ARE WE
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 48,000 members, OCERS is governed by a ten-member Board of Retirement that is responsible for managing a $23 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:
Under general direction, the Member Services Manager will provide support to the Member Services Director. This position will manage the work schedules of team members, counsel team members, complete team member evaluations, develop team members, and manage special projects.
The Member Services Manager position reports directly to the Member Services Director and is expected to uphold the highest standards of accountability, integrity professionalism, superior service, and system efficiency. The Member Services Manager is responsible for supervising the activities of assigned professional and technical benefits team members.
Ideal Candidate:
The ideal candidate will possess the abilities listed below: Provides 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;
Ensures that the County Employees Retirement Law of 1937, Federal and State statutes, and OCERS policies are followed in the administration of the benefit programs;
Responsible for the overall development, training, and evaluation of OCERS' team members, including but not limited to the development of training resources, performing process improvement projects, and tracking, evaluating, and reporting on individual and team accuracy;
Participates in hiring decisions, disciplinary actions, performance evaluations, and other personnel activities;
Manages the Member Services team members by planning, coordinating, prioritizing, and monitoring team member activities;
Monitors the work activities of team members to ensure safe and efficient work practices that are focused on quality and OCERS' 100% accuracy goals;
Develops schedules and methods for performing division assignments; and
Performs other specialized duties as assigned related to the overall management of the benefits division.
MINIMUM QUALIFICATIONS
Education and/or Experience
Bachelor's Degree from an accredited college or university in Public or Business Administration, Accounting, or Human Resources Management
AND
A minimum of two (2) years of experience supervising staff
OR
Five (5) years of experience at a technical level in a defined benefit pension system with experience performing complex benefit calculations
AND
A minimum of two (2) years of experience supervising staff in a unionized environment
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 a personal vehicle
A complete background investigation is required; a felony or misdemeanor conviction may be a disqualifying factor from employment
Highly Desirable:
Paralegal Certification
Workers' Compensation Claims Professional Certification
Certified Employee Benefits Specialist (CEBS)
Please click here
for details on this classification.
Knowledge/Skills/Abilities
The following lists the knowledge, skills, and abilities necessary to perform the essential duties of the position.
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;
Supervision and training principles, practices, and techniques;
Defined benefit retirement plans and other types of pension plans;
Telephone, office, and online etiquette;
Customer service objectives and strategies;
Basic techniques for report writing;
Methods and techniques of supervision, training, and motivation;
Methods and techniques for record-keeping; and
Computer applications and hardware related to the performance of the essential functions of the job.
Skills/Ability to: Establish and maintain professional relationships with retirement system members, Participating Employers, OCERS team members, officials, 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 division;
Understand and interpret laws, policies, and ordinances;
Calculate and prepare mathematical data relative to payroll, retirement benefits, and reports;
Supervise, train, coordinate, and evaluate employees;
Perform job functions independently and in an ethical and objective manner;
Exercise appropriate judgment in answering questions and releasing information;
Demonstrate strict confidentiality, professionalism, integrity, and compliance with applicable laws and regulations at all times; and
Office software systems that are typically used by the OCERS' member services team.
Physical, Mental, and Environmental Conditions
The following is a description of the physical and mental abilities that are customarily required to perform the essential job functions of this position.
Physical and Mental Requirements
Speak and hear well enough to communicate in English 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 retirement system members;
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; and
Body strength sufficient to lift up to 15 pounds and carry files.
Environmental Conditions
The primary workplace 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; and
Out of area travel may be required to attend professional conferences and meetings.
SELECTION PROCEDURE
OCERS' Human Resources Department screens all applications and supplemental information forms to identify qualified candidates. Applications submitted without a completed supplemental information form will be disqualified from further consideration.
After screening, candidates who meet the minimum qualifications will be referred to the next step in the recruitment process and notified of all further procedures applicable to their application status.
RECRUITMENT PROCESS:
Application Rating (AAP) |
(Refer/Non-Refer)
Application materials will be rated by a panel of job knowledge experts for those qualifications most needed to perform the duties of the job. The more qualified candidates will be referred to the next step. All notifications regarding this recruitment will be sent via e-mail.
Qualifications Appraisal Panel (QAP) |
(Weighted 100%)
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. Candidate's responses to the structured questions should be thorough, detailed, and complete. Only the most successful candidates will be placed on the eligible list.
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 questionnaire
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 and competencies listed above.
All required information submitted will be evaluated in order to identify the most qualified candidates. Application and supplemental information must be current, clear, succinct, and related to the requirements in this job announcement. You may only apply once. Duplicate and incomplete applications will be disqualified.
You are required to provide a full and complete response to each supplemental question. The information you provide may be used as a rating device, so please be detailed in your response. Failure to do so may result in a lower rating or disqualification. Remember, this is a competitive recruitment and only the most qualified will be referred to the next step in the process.
Clarity of expression, grammar, spelling, and your ability to follow instructions may also be considered in the evaluation process.
NOTE: Responses of See Resume or copy and paste of work experience are not a qualifying response and will not be evaluated or rated. Resumes will not be accepted in lieu of the application and any supplemental questions. If you have no experience, write no experience for the appropriate question.
You may apply on-line at the OCERS website: ****For specific information pertaining to this recruitment, please **** or email ****
. Do not submit resumes to this email address as they will not be considered in lieu of the required application process.
For detailed information on how to apply, click
here
ADDITIONAL INFORMATION
The COVID-19 pandemic continues to evolve and laws, regulations, and policies regarding COVID-19 are subject to change. OCERS is required to comply with any State or County Public Health Orders which may apply as follows:
Workers who provide services in certain Medical or High-Risk Settings, may be required to provide proof of full vaccination from COVID-19 or to wear a mask and undergo weekly COVID-19 testing.
Workers who provide services in certain Health Care Facilities or correctional facility or detention center where health care is provided, may be required to provide proof of vaccination. (Workers may be exempt from this requirement based on religious beliefs or a qualifying medical reason; however, if exempted workers will be required to mask and undergo weekly COVID-19 testing.)
The position for which you are applying may be required to adhere to any applicable State or County Order. You will receive notification of any requirement as it applies to a position.
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 ****FREQUENTLY ASKED QUESTIONS:
Click here
for additional Frequently Asked Questions.
EEO INFORMATION
OCERS, is an equal employment opportunity employer, and encourages applicants from diverse backgrounds to apply.
Closing Date/Time: 2/27/2022 4:59 PM Pacific
Job Address
California
United States
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About Orange County, CA
Orange County's 3 million residents enjoy a nearly perfect climate in which parks and beaches provide abundant opportunities for outdoor activities.
Orange County is the home of exciting professional sports, a wide range of tourist attractions and quality venues for visual and performing arts. Orange County boasts a thriving business economy and a well educated work force.
The County of Orange is a regional service provider and planning agency whose core businesses include public safety, public health, environmental protection, regional planning, public assistance, social services and aviation.
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