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Posted : Friday, November 10, 2023 06:27 PM
JOB
drs.
wa.
gov Persons of disability needing assistance in the application process, or those needing this announcement in an alternate format, may call the Human Resources Office at (360) 664-7208 or TTY Relay Service at 711.
About DRS Here at the Department of Retirement Systems (DRS), we are responsible for providing information, tools, expertise, and services that ensure our members receive the retirement benefits they earn while in public service.
We administer eight public retirement systems, 15 retirement plans, and the Deferred Compensation Program, and serve over 930,000 current and former public employees in Washington.
Our Customers Our customers include fire fighters, teachers and school employees, state and local government employees, and public safety and law enforcement officers.
Our customers expect to be treated respectfully, to receive responsive service, and for the information they receive to be right.
We are dedicated to our customers and to meeting and exceeding these expectations.
Our Location Our office is located in Tumwater, part of the Olympia/Tumwater/Lacey tri-city area on the southernmost tip of Puget Sound.
We are part of a community rich in history, culture, and natural beauty.
Why Work for DRS? At DRS, we are one team.
Regardless of what our specific duties may be, we are all dedicated to one purpose: serving our customers.
We foster a diverse and inclusive environment where team members are fully engaged and supported in meeting (and exceeding) customer expectations.
All DRS leaders are focused on providing the coaching, mentoring, resources and support that team members need to be successful.
At DRS, team members enjoy: A modern work environment Flexible work schedules Free parking LinkedIn Learning subscription Commute Trip Reduction Infants at Work Program Tuition reimbursement Eligibility for Public Service Loan Forgiveness Opportunities for professional growth Commitment to team member safety and wellness Community involvement/charitable giving Come join our team! EXAMPLE OF DUTIES This recruitment is open until filled, so your prompt response is highly encouraged.
First review of applications is anticipated to occur the week of January 2, 2024.
We are looking for an experienced, knowledgeable individual to fill our Customer Service Manager position in our Death and Disability unit.
This position manages and directs teams of Retirement Specialists, who are the primary customer service link for the members, retirees and participants of the eight retirement systems, 15 retirement plans, and the Deferred Compensation Program administered by DRS.
As a Customer Service Manager, you will manage and oversee the day-to-day functions in the Death and Disability unit.
You will set standards and expectations for the unit and ensure adequate staffing and coverage to meet customer needs and workload demands.
You will review and analyze team productivity data and reports, and review productivity statistics and customer call recordings with individual team members.
You will discuss overall team member performance, highlighting successes and identifying any areas for possible improvement.
You will also coordinate customer service training for team members.
You will collaborate with other unit managers in the development and implementation of customer service policies and procedures and will ensure your team members know and understand processes, procedures and expectations for delivering exceptional customer service.
You will provide leadership, coaching and support for Death and Disability team members and fairly and consistently hold team members accountable to established expectations.
You will observe team members on a regular basis as part of assessing their overall performance and will conduct performance evaluations in accordance with established rules and agency policy.
You will work with team members to create career development plans and provides coaching and support in working toward goals.
You will also assist and coach team members in responding to complex, sensitive or escalated customer service situations.
NOTE: This position may be eligible to telework up to two days per week, at the discretion of the Appointing Authority.
The incumbent must live within a reasonable commuting distance (less than 50 straight-line miles) to the DRS building in Tumwater, WA, and must be willing and able to adjust their telework schedule at any time to attend mandatory meetings, trainings, etc.
, at the DRS building.
SUPPLEMENTAL INFORMATION Interested applicants who meet the qualifications and competencies in this announcement are encouraged to apply for this opportunity.
Be sure to complete all sections of the electronic application and answer all supplemental questions.
Resumes will not be accepted in lieu of completing the work history section of the application template.
Applications with comments "see attachments" will be considered incomplete.
Only those applicants whose background and experience most closely matches the desirable qualifications and competencies of this position will be considered for this opportunity.
Please attach the following to your online application: A cover letter clearly describing how your knowledge, skills and abilities align with the job duties and qualifications of this position; and A chronological resume outlining your experience to-date.
Important Information: If you are the preferred candidate for this position, a professional reference from your current or most recent supervisor will be required; For candidates who are current or recent state employees, we will also review the personnel file as part of our process; A job offer is contingent upon completion of a background check that includes a criminal record review; Candidates who are offered a job with DRS must possess work authorization that does not require sponsorship by the employer for a visa now or in the future; DRS complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9.
The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
Veteran's Preference: Applicants wishing to claim Veteran's Preference should attach a copy of their DD214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application.
Please remove or redact any personally identifiable information such as social security numbers and year of birth.
For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here.
The Washington State Department of Retirement Systems is an equal opportunity employer supporting diversity, equity and inclusion.
DRS does not discriminate on the basis of age, sex, marital status, sexual orientation, gender identity, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental or physical disability or the use of a trained dog guide or service animal by a person with a disability.
If you need assistance with the online application or have questions regarding the recruitment, please contact Human Resource office at drs.
recruitment@drs.
wa.
gov.
wa.
gov Persons of disability needing assistance in the application process, or those needing this announcement in an alternate format, may call the Human Resources Office at (360) 664-7208 or TTY Relay Service at 711.
About DRS Here at the Department of Retirement Systems (DRS), we are responsible for providing information, tools, expertise, and services that ensure our members receive the retirement benefits they earn while in public service.
We administer eight public retirement systems, 15 retirement plans, and the Deferred Compensation Program, and serve over 930,000 current and former public employees in Washington.
Our Customers Our customers include fire fighters, teachers and school employees, state and local government employees, and public safety and law enforcement officers.
Our customers expect to be treated respectfully, to receive responsive service, and for the information they receive to be right.
We are dedicated to our customers and to meeting and exceeding these expectations.
Our Location Our office is located in Tumwater, part of the Olympia/Tumwater/Lacey tri-city area on the southernmost tip of Puget Sound.
We are part of a community rich in history, culture, and natural beauty.
Why Work for DRS? At DRS, we are one team.
Regardless of what our specific duties may be, we are all dedicated to one purpose: serving our customers.
We foster a diverse and inclusive environment where team members are fully engaged and supported in meeting (and exceeding) customer expectations.
All DRS leaders are focused on providing the coaching, mentoring, resources and support that team members need to be successful.
At DRS, team members enjoy: A modern work environment Flexible work schedules Free parking LinkedIn Learning subscription Commute Trip Reduction Infants at Work Program Tuition reimbursement Eligibility for Public Service Loan Forgiveness Opportunities for professional growth Commitment to team member safety and wellness Community involvement/charitable giving Come join our team! EXAMPLE OF DUTIES This recruitment is open until filled, so your prompt response is highly encouraged.
First review of applications is anticipated to occur the week of January 2, 2024.
We are looking for an experienced, knowledgeable individual to fill our Customer Service Manager position in our Death and Disability unit.
This position manages and directs teams of Retirement Specialists, who are the primary customer service link for the members, retirees and participants of the eight retirement systems, 15 retirement plans, and the Deferred Compensation Program administered by DRS.
As a Customer Service Manager, you will manage and oversee the day-to-day functions in the Death and Disability unit.
You will set standards and expectations for the unit and ensure adequate staffing and coverage to meet customer needs and workload demands.
You will review and analyze team productivity data and reports, and review productivity statistics and customer call recordings with individual team members.
You will discuss overall team member performance, highlighting successes and identifying any areas for possible improvement.
You will also coordinate customer service training for team members.
You will collaborate with other unit managers in the development and implementation of customer service policies and procedures and will ensure your team members know and understand processes, procedures and expectations for delivering exceptional customer service.
You will provide leadership, coaching and support for Death and Disability team members and fairly and consistently hold team members accountable to established expectations.
You will observe team members on a regular basis as part of assessing their overall performance and will conduct performance evaluations in accordance with established rules and agency policy.
You will work with team members to create career development plans and provides coaching and support in working toward goals.
You will also assist and coach team members in responding to complex, sensitive or escalated customer service situations.
NOTE: This position may be eligible to telework up to two days per week, at the discretion of the Appointing Authority.
The incumbent must live within a reasonable commuting distance (less than 50 straight-line miles) to the DRS building in Tumwater, WA, and must be willing and able to adjust their telework schedule at any time to attend mandatory meetings, trainings, etc.
, at the DRS building.
SUPPLEMENTAL INFORMATION Interested applicants who meet the qualifications and competencies in this announcement are encouraged to apply for this opportunity.
Be sure to complete all sections of the electronic application and answer all supplemental questions.
Resumes will not be accepted in lieu of completing the work history section of the application template.
Applications with comments "see attachments" will be considered incomplete.
Only those applicants whose background and experience most closely matches the desirable qualifications and competencies of this position will be considered for this opportunity.
Please attach the following to your online application: A cover letter clearly describing how your knowledge, skills and abilities align with the job duties and qualifications of this position; and A chronological resume outlining your experience to-date.
Important Information: If you are the preferred candidate for this position, a professional reference from your current or most recent supervisor will be required; For candidates who are current or recent state employees, we will also review the personnel file as part of our process; A job offer is contingent upon completion of a background check that includes a criminal record review; Candidates who are offered a job with DRS must possess work authorization that does not require sponsorship by the employer for a visa now or in the future; DRS complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9.
The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
Veteran's Preference: Applicants wishing to claim Veteran's Preference should attach a copy of their DD214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application.
Please remove or redact any personally identifiable information such as social security numbers and year of birth.
For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here.
The Washington State Department of Retirement Systems is an equal opportunity employer supporting diversity, equity and inclusion.
DRS does not discriminate on the basis of age, sex, marital status, sexual orientation, gender identity, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental or physical disability or the use of a trained dog guide or service animal by a person with a disability.
If you need assistance with the online application or have questions regarding the recruitment, please contact Human Resource office at drs.
recruitment@drs.
wa.
gov.
• Phone : (360) 664-7208
• Location : Tumwater, WA
• Post ID: 9030189502
