RETIREMENT COUNSELOR I

State of Arkansas • Little Rock, AR

4d

About The Position

Join the Arkansas Public Employees’ Retirement System (APERS) as a Retirement Counselor I!
APERS is seeking motivated individuals with a passion for exceptional customer service to join our Retirement Support Center. As the first point of contact, you’ll assist members with retirement benefits and guide them through the retirement process.
At APERS, you will be part of a team that serves over 100,000 active members and retirees from across the state of Arkansas. As the state’s second-largest retirement system, we manage a trust fund of over $11 billion and we distribute over $600 million dollars in benefits to our retirees and beneficiaries each year. On a daily basis, you will have an opportunity to make a positive impact, as you help us achieve our mission of providing a secure income in retirement to our members and their beneficiaries.
APERS is seeking knowledgeable, enthusiastic, and service-minded individuals to build our team. Our employees serve our members with a positive attitude and strive to exceed our members’ expectations with their accuracy and willingness to go above and beyond. They collaborate with their coworkers and treat others respectfully as they work to meet the needs of our members. We hold our employees to high standards of quality, and we help them develop the knowledge and skill necessary to achieve excellence in their roles.
The Retirement Counselor I is responsible for providing initial consultative services to active and future retirees. This role involves assisting individuals in understanding their retirement benefit options, eligibility requirements, and the processes to access benefits. The counselor serves as a knowledgeable resource, interpreting retirement policies, explaining benefit computations, and guiding clients through administrative procedures. Designed for early-career professionals, the role provides a solid foundation in retirement benefits administration while offering opportunities for professional development and growth.

Requirements

• Strong communication skills to provide clear assistance and direct inquiries appropriately.
• Ability to thrive in fast-paced environments and handle high call volumes efficiently.
• Proficiency in Microsoft Office (Word, Outlook) and ability to learn new software systems.
• At least one year experience in a call center environment
• Excellent verbal and written communication skills are essential for explaining complex retirement information clearly and professionally.
• A customer service orientation with a friendly, empathetic, and professional demeanor when interacting with members and beneficiaries.
• Strong attention to detail for reviewing personnel records, benefit computations, and maintaining accurate documentation.
• Proficiency with standard office software (e.g., Microsoft Office) and a willingness to learn specialized retirement management systems.
• Eagerness to quickly learn retirement policies and practices, as well as stay updated on changes in the regulatory environment affecting retirement benefits.
• Bachelor’s degree in Public Administration, Business Administration, Finance, Economics, or a related field.

Responsibilities

• Conduct one-on-one counseling sessions to explain retirement benefits, eligibility criteria, and the steps involved in processing retirement claims.
• Provide clear explanations of various retirement programs, including service retirement, disability retirement, survivor benefits, and related options.
• Organize and participate in group seminars or workshops aimed at educating employees about retirement planning and benefit updates.
• Distribute informational materials and assist with answering inquiries regarding retirement procedures.
• Assist in gathering and reviewing personnel data, such as length of service and benefit entitlements, to help compute accurate retirement estimates.
• Maintain comprehensive and accurate records of counseling sessions, client interactions, and related documentation in compliance with regulatory requirements.
• Learn and apply applicable federal, state, and program-specific retirement laws and regulations in daily tasks.
• Ensure that client guidance and administrative procedures meet all relevant policies and adherence standards.
• Work closely with senior counselors, human resources, and benefits administrators to resolve queries and enhance the overall retiree services process.
• Participate in ongoing training sessions to update knowledge regarding changing regulations and emerging best practices in retirement benefits administration.

Benefits

• Health insurance and supplemental dental, vision, and other plans
• Employer-paid life insurance
• Annual leave and sick leave
• 11 paid holidays and 8 hours Children’s Educational Activity Leave (CEAL) annually
• Defined benefit retirement plan with 5 year-vesting
• Optional 457(b) deferred compensation retirement plan
• Career service recognition program
• Paid parking
• Business casual dress including nice jeans

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level