Service Retirement Specialist I (Hybrid)

Service Retirement Specialist I (Hybrid) The Virginia Retirement System (VRS) is seeking a customer service specialist to play a vital role in supporting VRS members as they begin their retirement journey. The Service Retirement Specialist I processes and calculates service retirement benefits for members, ensuring benefits are processed accurately and timely in accordance with the Code of Virginia, VRS policies, procedures, and established business rules. The position gathers and analyzes member data, applies established formulas and procedures, reviews benefit calculations for accuracy, and provides information and assistance to colleagues and internal business units. The Service Retirement Specialist I recognizes complex, unusual, or non-routine cases and escalates them to the appropriate Service Retirement Specialist II, Team Lead, or Supervisor. The position also contributes to research, system testing, data correction, process improvement, special projects, and cross-functional initiatives as needed. The Service Retirement Specialist I is the entry level of the Service Retirement Career Ladder series. Essential duties include but are not limited to: Calculates service retirement benefits in accordance with the Code of Virginia, VRS policies, procedures, and established business rules by gathering and analyzing member data, applying appropriate formulas, and utilizing designated systems. Reviews and evaluates retirement benefit calculations for accuracy, completeness, and compliance with applicable requirements. Conducts an overall assessment of processed retirement applications and approve cases within established authority. Identifies discrepancies, resolve issues, and escalate complex or unusual cases to the appropriate Specialist II, Team Lead, or Supervisor. Provides accurate and timely information and assistance to members regarding retirement benefits through telephone and other communication channels. Provides support to team members and other VRS business units regarding retirement benefit questions and processes. Answers the internal ACD line to assist the Customer Contact Center with retirement-related questions. Conducts research and testing related to retirement processes, systems, policies, and business rules. Identifies system and data issues and submit data fixes in accordance with established procedures. Collaborates with IT and Team Leads to investigate, test, and resolve system-related issues. Identifies recurring processing issues and contribute to recommendations for process or system improvements. Executes and communicates applicable policies, procedures, and business rules. Participates in cross-functional and cross-functional teams to support continuous improvement across agency lines. Contributes to special projects and other initiatives as assigned. Performs administrative duties necessary to support the Service Retirement function. Performs other duties as assigned. Maintains a high level of accuracy and attention to detail when processing retirement benefits, recognizing that errors may directly affect member benefits and retirement outcomes.