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Commonwealth of Pennsylvania
Harrisburg or Dauphin County

PSERS Retirement Representative Trainee

Hybrid$51,971 - $79,062/yrPosted 4 days ago

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Job details

Location
Harrisburg or Dauphin County
Work type
Hybrid
Compensation
$51,971 - $79,062/yr
Posted
4 days ago
Apply on
governmentjobs.com

About this role

About the Department

Do you have experience in customer service and want a rewarding career where you can make a difference in the lives of the people you serve? Are you looking for a role that offers work life balance in an organization that values your ideas? The Public School Employees Retirement System (PSERS) is looking for Retirement Representative Trainees to help members understand their retirement benefits.

We are a team of dedicated, customer-focused individuals who work hard to give members the information they need to plan for their future. If you enjoy working in a fast-paced environment, must have the ability to learn new technology, and like helping people by phone, email, online, and in group settings, this could be the perfect opportunity for you!


Position Duties

As a PSERS Retirement Representative Trainee, you will complete a 12-month formal program where you will learn how to support members by explaining retirement benefits, assisting with applications, and answering questions. Formal training includes relevant policies, procedures, and laws that govern the administration of the PSERS benefit program. You will also learn how to lead informational seminars in person and online for PSERS members, and you will work in the call center, handling member phone calls and electronic questions. Within this role, you will perform the following duties:

  • Member Support: Respond to calls and electronic inquiries to explain retirement information and answer questions
  • Seminar Preparation: Prepare materials and present retirement seminars both in person and virtually
  • Individual Counseling: Meet with members to guide retirement decisions and help with forms and applications
  • Benefit Estimates: Calculate different retirement benefit estimates based on member information
  • Data Review: Check account information for accuracy and research issues to prevent or correct errors
  • System Tasks: Help test system updates, identify issues, and document needed details

To do well in this position, strong writing and speaking skills are important, including the ability to present information to groups. You must be able to analyze complex information, pay close attention to details, and manage your time effectively. You must be able to use several computer systems at the same time to provide smooth and helpful service to members, and you must be comfortable working independently and as part of a team.

Interested in learning more? Additional details regarding this position can be found in the position description.


Work Schedule and Additional Information:

  • Full-time employment  (37.5 hours per week)
  • Work hours are either 8:00 AM to 4:30 PM or 8:30 to 5:00 PM, Monday - Friday, with a 60-minute lunch.
  • Travel through assigned areas of Pennsylvania will be required, further travel requirements can be discussed during the interview process.
  • Telework: You may have the opportunity to work from home (telework) part-time. This position will require initial training in-office prior to being able to telework. Once initial training is satisfactorily completed, this position will be able to telework up to 4 days a week, based on operational needs. These positions will be constantly rotating as in the office two days a week, followed by one day a week the following week. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview. 
  • This position may work overtime as necessary.
  • Salary: In some cases, the starting salary may be non-negotiable.
  • You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

Minimum Qualifications

QUALIFICATIONS

Minimum Experience and Training Requirements:

  • Four years of staff support experience assisting with human resources administration, financial management, or public relations work in a pension or retirement system or a related occupational area; or
  • A bachelor's degree in communications, human resources, business administration, business management, psychology, labor relations, or a related area; or
  • An equivalent combination of experience and training.
  • Applicants will be considered to have met the educational requirements once they are within 3 months of graduating with a qualifying degree.


Other Requirements:

  • You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency.
  • You must be able to perform Essential Functions as presented in the linked Position Description.


Legal Requirements:

  • A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information. 


How to Apply:

  • Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
  • If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
  • Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
  • Failure to comply with the above application requirements may eliminate you from consideration for this position. 
  • All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.


Veterans: 

  • Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.


Telecommunications Relay Service (TRS): 

  • 711 (hearing and speech disabilities or other individuals).


If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.


The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

Other Qualifications

  • Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
  • Your score is based on the detailed information you provide on your application and in response to the supplemental questions. 
  • Your score is valid for this specific posting only.
  • You must provide complete and accurate information or:
    • your score may be lower than deserved.
    • you may be disqualified.
  • You may only apply/test once for this posting.
  • Your results will be provided via email.

Benefits

Learn more about our Total Rewards by watching this short video!


See the total value of your benefits package by exploring our benefits calculator.

Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*


Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options. 

Work/Life Balance
We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.* 

Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks
Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visit www.employment.pa.gov and click on the benefits box.

*Eligibility rules apply.

Supplemental Questions

01
How many years of full-time staff support experience assisting with human resources administration, financial management, or public relations work in a pension or retirement system or a related occupational area do you possess?
  • 4 years or more
  • 3 but less than 4 years
  • 2 but less than 3 years
  • 1 but less than 2 years
  • Less than 1 year
  • None
02
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
03
How much college coursework have you completed in communications, human resources, business administration, business management, psychology, labor relations, or a related area? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.

If your education was acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visiting www.naces.org and clicking the Evaluation Services Link.

You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.
  • A conferred Bachelor's degree or higher
  • Within 3 months of completing a Bachelor's degree
  • 120 credits or more
  • 90 but less than 120 credits
  • 60 but less than 90 credits
  • Associate's degree
  • 30 but less than 60 credits
  • Less than 30 credits
  • None
04
If you do not have a conferred bachelor's degree or higher, on what date do you expect to receive your degree? Type N/A in the text box if this does not apply.
05
Do you possess any full-time professional experience in communications, human resources, business administration, business management, psychology, labor relations, or a related area?
  • Yes
  • No
06
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.
07
You must complete the supplemental questions below. These supplemental questions are the exam and will be scored. They are designed to give you the opportunity to relate your experience and training background to the major activities (Work Behaviors) performed in this position. Failure to provide complete and accurate information may delay the processing of your application or result in a lower-than-deserved score or disqualification. You must complete the application and answer the supplemental questions. Resumes, cover letters, and similar documents will not be reviewed for the purposes of determining your eligibility for the position or to determine your score.

All information you provide on your application and supplemental questions is subject to verification. Any misrepresentation, falsification or omission of material facts is subject to penalty. If requested, you must provide documentation, including names, addresses, and telephone numbers of individuals who can verify the validity of the information you provide in the application and supplemental questions.

Read each question carefully. Determine and select which "Level of Performance" most closely represents your highest level of experience/training. List the employer(s)/training source(s) from your Work or Education sections of the application where you gained this experience/training. The "Level of Performance" you choose must be clearly supported within the description of the experience and training information entered in your application or your score may be lowered. In order to receive credit for experience, you must have worked in a job for at least six months in which the experience claimed was a major function.

If you have read and understand these instructions, please click on the "Yes" button and proceed to the exam questions.

If you have general questions regarding the application and hiring process, please refer to our FAQ page.
  • Yes
08
WORK BEHAVIOR 1 – PRESENTATIONS

Conducts meetings, seminars, and workshops for interested parties regarding benefits using in-person and virtual delivery methods.

Levels of Performance

Select the Level of Performance that best describes your claim.
  • A. I have experience presenting materials/information using both in-person AND virtual delivery methods.
  • B. I have experience presenting materials/information using in-person OR virtual delivery methods.
  • C. I have successfully completed college-level coursework related to education, public speaking, training, or adult learning.
  • D. I have NO experience or coursework related to this work behavior.
09
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
  1. The name(s) of the employer(s) where you gained this experience.
  2. Describe your experiences related to presentations – specify if they were in-person or virtual.
  3. Your level of responsibility.
10
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
  1. College/University
  2. Course Title
  3. Credits/Clock Hours
11
WORK BEHAVIOR 2 – COUNSELING AND ACCOUNT UPDATES

Counsels individuals in small groups or individually to assist them with their needs. Explains the process, all available benefit options, and assists individuals with filling out necessary forms.

Levels of Performance

Select the Level of Performance that best describes your claim.
  • A. I have experience counseling groups or individuals on all available benefit options and related processes. I was responsible for providing services to assist individuals in completing applications and requesting changes.
  • B. I have experience counseling groups or individuals on all available benefit options and related processes. I was responsible for referring individuals to the appropriate area for assistance in completing applications and requesting changes.
  • C. I have successfully completed college-level coursework related to employee benefits.
  • D. I have NO experience or coursework related to this work behavior.
12
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
  1. The name(s) of the employer(s) where you gained this experience.
  2. The actual duties you performed related to counseling and account updates.
  3. Your level of responsibility.
13
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
  1. College/University
  2. Course Title
  3. Credits/Clock Hours
14
WORK BEHAVIOR 3 – CALCULATIONS

Prepares information to generate estimates by researching and reviewing accounts. Manually calculates estimates regarding payments based on a variety of scenarios.

Levels of Performance

Select the Level of Performance that best describes your claim.
  • A. I have experience calculating estimates on a variety of scenarios after researching and reviewing accounts. I was responsible for making comparisons among the available options.
  • B. I have experience calculating estimates on a variety of scenarios after researching and reviewing accounts. I forwarded my estimates to someone else to make comparisons among the available options.
  • C. I have successfully completed college-level coursework related to mathematics, economics, finance, or accounting. finance, or accounting.
  • D. I have NO experience or coursework related to this work behavior.
15
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
  1. The name(s) of the employer(s) where you gained this experience.
  2. The actual duties you performed related to calculations.
  3. Your level of responsibility.
16
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
  1. College/University
  2. Course Title
  3. Credits/Clock Hours
17
WORK BEHAVIOR 4 – CUSTOMER SERVICE

Responds to a high volume of calls and email inquiries from members and other interested parties regarding requests for information on rules, regulations, procedures, and account issues and complaints.

Levels of Performance

Select the Level of Performance that best describes your claim.
  • A. I have experience interacting with individuals and utilizing customer service skills to understand concerns and explain relevant information. I was responsible for answering general questions AND resolving issues or complaints.
  • B. I have experience interacting with individuals and utilizing customer service skills to understand concerns and explain relevant information. I was responsible for answering general questions BUT referred issues or complaints to someone else for resolution.
  • C. I have successfully completed college-level coursework related to counseling, public speaking, psychology, sociology, or public relations.
  • D. I have NO experience or coursework related to this work behavior.
18
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
  1. The name(s) of the employer(s) where you gained this experience.
  2. The actual duties you performed related to interacting with individuals to understand concerns and explain relevant information.
  3. Your experience answering general questions or referring/responding to issues or complaints.
  4. Your level of responsibility.
19
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
  1. College/University
  2. Course Title
  3. Credits/Clock Hours
20
WORK BEHAVIOR 5 – ANALYZING INFORMATION

Analyzes data to ensure all questionable or missing data is verified or corrected. Ensures data accuracy by comparing the information submitted to the information entered. Validates all data after system changes to ensure accuracy.

Levels of Performance

Select the Level of Performance that best describes your claim.
  • A. I have experience analyzing reported data. My analysis included a verification for accuracy of content.
  • B. I have experience analyzing reported data. Someone else was responsible for the verification and accuracy of content.
  • C. I have successfully completed college-level coursework related to data analysis, statistics, logic, or research methods.
  • D. I have NO experience or coursework related to this work behavior.
21
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
  1. The name(s) of the employer(s) where you gained this experience.
  2. The actual duties you performed related to analyzing information.
  3. Your level of responsibility.
22
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
  1. College/University
  2. Course Title
  3. Credits/Clock Hours
23
WORK BEHAVIOR 6 – TECHNICAL TROUBLESHOOTING

Responds to technical incidents by diagnosing and troubleshooting issues and coordinating with end users and service providers to resolve issues. This includes identifying the cause of the issue based on description and providing assistance or escalating the issue to next steps.

Levels of Performance

Select the Level of Performance that best describes your claim.
  • A. I have experience troubleshooting and resolving user issues by utilizing effective customer service techniques. I was responsible for resolving all levels of technical questions and issues and was the escalation point for complex issues.
  • B. I have experience troubleshooting and resolving user issues by utilizing effective customer service techniques. I was responsible for resolving routine questions and issues, but referred more complex technical issues to a higher-level technician for resolution.
  • C. I have successfully completed college-level coursework related to information technology troubleshooting.
  • D. I have NO experience or coursework related to this work behavior.
24
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.
  1. The name(s) of the employer(s) where you gained this experience.
  2. The actual duties you performed related to troubleshooting user issues.
  3. The actual duties you performed related to resolving user issues.
  4. Your level of responsibility.
25
If you have selected the level of performance pertaining to college coursework, please provide your responses to the items listed below. If you indicated you have no education/training related to this work behavior, type N/A in the text box below.
  1. College/University
  2. Course Title
  3. Credits/Clock Hours
26
WORK BEHAVIOR 7 – COMPUTER SKILLS

Utilizes various computer applications to perform job duties.

Instructions

From the list below, please select all applications in which you have experience.
  • Microsoft Outlook
  • Online Meeting Platforms (Zoom, Teams, Skype, Google, etc.)
  • Excel
  • PowerPoint
  • SharePoint
  • None of the above
27
In the text box below, please explain how you gained the experience you claimed and your level of use. If you indicated you have no experience with any of the above, type N/A in the box below.

Required Question

Agency Information

EmployerCommonwealth of PennsylvaniaAddress 613 North Street

Harrisburg, Pennsylvania, 17120 Website http://www.employment.pa.gov
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About Commonwealth of Pennsylvania

Commonwealth of Pennsylvania
Harrisburg or Dauphin County
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