|
Commonwealth of Pennsylvania |
|
|
POSITION DESCRIPTION FOR JOB POSTING |
|
|
Position Number: 50702279 |
Description Activated On: 11/18/2025 1:28:06 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. Reporting to the Director of Client Relations, this position is responsible for the Pennsylvania Municipal Retirement Systems’ (PMRS’) overall business relationship with more than 15,000 members across more than 1,000 different pension plans. The Relationship Manager is the primary point of contact for potential, active, inactive, and retired members as well as their survivors, beneficiaries, or other representatives, as legally appropriate. This position is responsible for introducing new members to their pension plans; becoming expert in and advising each member on the specific provisions of his or her distinct PMRS-administered pension plan; developing and maintaining communications methods and systems with members; tracking and analyzing information to identify trends and discern member needs; developing programmatic recommendations to meet those needs; measuring and improving member satisfaction; and resolving disputes. |
|
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. Internal and External Collaboration: Employees in this position compile, interpret, and disseminate accurate and timely information to members of the 1,000+ PMRS-managed pension plans as well as to the PMRS board, management, benefits processors, other appropriate internal personnel, and external stakeholders. The Relationship Manager provides technical assistance on specific plan provisions directly to active, inactive, and retired members. If meetings or other multi-party communications are deemed necessary, it is expected that the Relationship Manager will actively establish, facilitate, or participate in such communication. It is a primary responsibility for employees in this position to: 1. Advise members or their legally appropriate representatives on provisions, rules, and regulations in accordance with the policies and procedures set forth by their pension plan documents, PMRS, and the law. 2. Establish relationships, build rapport, and function as a resource to members who request information. Client Relations: Employees in this position utilize a variety of communication styles (including but not limited to telephone, written correspondence, email, meetings, and seminars both virtually and in person) to effectively interact with a large and diverse group of members. Specific functions include: • Create and maintain on-going, two-way communications structures with pension plan members, including both internal methods (such as direct communication via mail, e-mail, website, etc.) and external channels (such as other organizations’ newsletters and events that have governing authority over or promote professional development for Pennsylvania municipal employees). • Maintain a timely and effective reporting system for PMRS management, pension plan sponsors, and other appropriate stakeholders that accurately details both the frequency and nature of member activity and concerns. • Use interviews, surveys, focus groups, and other research methods to assess member needs and propose programmatic activities to meet those needs. • Develop and execute a plan to measure and improve member satisfaction. • Monitor PMRS organizational activities and actively collaborate with other organizational divisions to identify topics of interest to members then craft and disseminate clear, timely member communications, as appropriate. • Plan and implement in-person and virtual, real-time and on-demand, conferences, seminars, and training programs – including supporting materials – relating to PMRS retirement programs. Plan Document Administration and Maintenance: Employees in this position develop a thorough knowledge of and become subject matter experts on the detailed nature of PMRS’ base plan documents associated with defined benefit and cash balance plans as well as a working understanding of plan-specific adoption agreements that set forth specific provisions of each pension plan under management. Employees in this position understand relevant functional and legal differences among IRS qualified retirement plans eligible for local government use, the key employer fiduciary obligations and plan administration responsibilities associated with PMRS-administered pension plans, and the specific information contained in PMRS’ member-related statements and calculations. Specific functions include: • Onboard members associated with new employer pension plans as a team leader that collaborates with other PMRS staff to coordinate introducing a new benefit where one has not previously existed or advising about the implications of transitioning a current benefit to PMRS administration. • Assist members associated with pension plan terminations as a team leader that collaborates with other PMRS staff to coordinate the essential services necessary to seamlessly transition current benefits to another administrator, pay out existing benefits, or other duties as may be necessary. • Build rapport with, listen to, research, and advise members on a case-by-case basis in accordance with the provisions, rules, policies, and procedures set forth by their pension plan documents, PMRS, and the law. • Work closely and collaboratively with PMRS processing division to provide data and input that helps coordinate workflows, assists in setting priorities, clarifies members’ understandings, resolves areas of concern, and addresses atypical or complex member-related matters. Business Development: Employees in this position conduct presentations using a variety of mediums within a variety of presentation settings. Specific functions include: • Identify, research, reach out to, and maintain relationships with organizations that have governing authority over or promote professional development for Pennsylvania municipal employees, with an emphasis on reaching PMRS’ members with high-quality, accurate, retirement- and pension-related information. • Work closely and collaboratively with PMRS’ employer specialist Relationship Managers to ensure that information flows to plan sponsors and plan members are consistent in frequency, content, and timing. • Assist Relationship Manager colleagues in developing and providing pension-related tools and events that can be customized for use in plan sponsors’ own workplaces and with their own employee members. General Management Level Functions: • Conducts meetings with executive staff, supervisory management, technology staff, PMRS-affiliated vendors, independent contractors, and other internal and external stakeholders to evaluate current and future agency requirements. • Demonstrates awareness of broad issues and trends, evaluates the impact of policy and procedure changes, and adjusts accordingly. • Actively participates and positively contributes to discussions to develop, evaluate, enhance, and implement quality improvement practices, processes, procedures, and policies that have strategic impact on agency operations. • Communicate clearly, accurately, and diplomatically in high-value, complex, emotional, or contentious situations. • Actively applies, implements, monitors, measures, evaluates, and adjusts to structural and systemic changes within functional areas to ensure the quality standards are met. • Travels for business activity as needed and in accordance with commonwealth policies and procedures, including timely, thorough participation in the travel documentation and reimbursement processes. • Performs other related duties as required. |
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. The responsibilities of this position are highly independent and performed with minimal supervision. The Retirement Administrator assigns the work. Completed work is sporadically reviewed for accuracy or reviewed when specific problems are encountered. |
||||||||||||||||||||
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: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
||||||||||||||||||||
Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
|