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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00091635 |
Description Activated On: 5/14/2026 12:04:15 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. The Public School Employees’ Retirement System (PSERS) Retirement Representative is responsible for explaining, counseling, and facilitating the employee benefits program of PSERS with members and school districts throughout the Commonwealth. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. WILL BE TRAINED TO DO THE FOLLOWING: Handle a high volume of member calls and electronic inquiries within the call center regarding a variety of retirement questions and issues related to their accounts or benefits. Prepare for and conducts small and large group retirement seminars and educational presentations, both virtually and in-person, for Pennsylvania’s public school employees in individual school districts, intermediate units, and related organizations. Facilitates retirement related meetings as needed. May require work outside regular working hours. Counsel members in a small group or on an individual basis, both virtually and in person, to assist them with retirement related decisions. Explains the retirement benefit information, retirement decisions, and assists members in the completion of the retirement application and understanding post-retirement information as well. Calculate a variety of normal and specialized retirement benefit estimates. Evaluate needs and generates corresponding documents and forms as necessary for members and stakeholders. Transport materials and equipment that may weigh 20 pounds or more in weight. Operate Commonwealth and rental automobiles responsibly. Personal auto or public transportation may be used based on cost and availability. Collaborate with other PSERS staff to identify training needs and assists in the development of training. Participate in bureau trainings to maintain knowledge of agency and legislative changes. Travel is required for this position. Travel may be required for training, in performance of regular duties or to assist workloads in PSERS regional offices across the Commonwealth. Share and exchange knowledge with peers for day-to-day communications. Serve on agency committees as assigned. Identify system issues, troubleshoot and provide documentation as necessary. Participate in the testing of automated system changes. This may include the creation or identification of test data that meets the comprehensive testing requirements to ensure system functionality and data integrity. Analyze employer and member account data to validate information and identify errors and the associated consequences. Conducts research and determines actions needed to correct or prevent future errors. Scan and/or input data from incoming documents. Review data on submitted forms for completeness and/or accuracy. Works overtime as necessary to conduct the required meetings and other job-related duties. Represent the agency at legal proceedings and testifies in formal court proceedings or administrative hearings. Perform other related duties/special projects as may be required or assigned. This position is identified as essential - level 2. It supports a critical business function and when there is a declaration of an office closing, emergency or disaster, the incumbent may be required to participate/assist in those functions to aid the business continuity process. As such, the incumbent may be required to remain at or report to work at headquarters or an alternate site and be available or reachable by telephone during the recovery process. Maintains reliable attendance and the ability to work schedules as assigned, including reporting for in-office days. Essential Functions: Communicates clearly and effectively with members and stakeholders via telephone, email, chat, or other communication channels to provide information, resolve inquiries, and ensure satisfaction. 1. Conducts presentations and answers questions virtually and in-person for individual, small and large groups. 2. Travels to presentation sites including to remote locations when necessary. 3. Lifts and transports up to 20 pounds of presentation materials. 4. Works mandatory overtime as necessary. 5. Accesses and inputs information accurately while maintaining confidentiality. 6. Listens and responds to member and stakeholder needs by identifying issues, determining appropriate solutions, and taking the necessary steps to resolve concerns in accordance with agency policies and procedures. 7. Transcribes accurate and concise notes of member interactions, including details of inquiries, complaints, actions taken, and resolutions. 8. Meets established performance metrics, such as quality, productivity, and customer satisfaction standards, as defined by bureau leadership. 9. Follows standard operating procedures and complies with all applicable policies, including data security, privacy, and workplace conduct standards. 10. Collaborates effectively with team members, supervisors, and other departments to resolve issues and improve processes. 11. Manages multiple tasks simultaneously, including navigating a variety of applications while engaging with customers, prioritizing workload, and managing time efficiently. 12. Maintains reliable attendance and the ability to work schedules as assigned, including reporting for in-office days and possible mandatory overtime as business needs require. 13. Demonstrates a high level of independent decision making. Consults with supervisor on an as needed basis for more complex or challenging issues. 14. Performs other related duties as assigned to support bureau and agency goals. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. High level of independent decision making is required daily. Consults with supervisor on an as needed basis for more complex or challenging issues. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: N/A Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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