Part Time Member Support Specialist (September 2026)

Job Title (Date): Part Time Member Support Specialist (September 2026)

Department: Member Services

Employee Type: Full-time

Reports to: Supervisor – Member Support Team

FLSA Status: Non-exempt

Travel Required: None

Supervisory Responsibility: None

Salary Range: $22.13 - $30.99

Posting Period: September 14th, 2026 - September 28th, 2026

*Typically, initial wage is set between the minimum and the midpoint of the salary range depending on the employee’s qualifications and experience.

Summary of Responsibilities:

The Member Support Specialist is responsible for answering incoming calls and chats from members, retirees, beneficiaries, or other constituents. The Specialist is responsible for providing accurate information regarding eligibility for retirement, health care, service estimates based upon age, service credit, final average salary, and a detailed review of members’ files to determine service credit and account balance.

Essential Duties and Responsibilities:

• Answer and respond by telephone and chat to all inquiries regarding SERS’ benefits and services. This includes the ability to calculate and explain benefits.
• Input and retrieve information necessary to respond to inquiries using resources provided.
• Analyze inquiries, recommend solutions, and refer difficult cases requiring research, correction and investigation to the appropriate Member Services Specialist, Team Lead, Supervisor or Manager.
• Respond to requests for brochures, booklets, specialized forms, and other documents in an accurate and timely manner. Identify and request appropriate printed materials to meet member’s needs.
• Completely and accurately documents all calls and chats in Communications Tracking.
• Exercise and maintain current knowledge of benefits, legislative, and administrative changes, as well as current events including health care issues that impact SERS’ members.
• Correspond appropriately to routine written inquiries and requests received on SERS website, chat, or mail.
• Works as a team to solve problems and make decisions.
• Consistently meet the established quality and service standards established by Member Services Department.
• Ensures the confidentiality, integrity, and security of all Personally Identifiable Information (PII) and Protected Health Information (PHI) data by strictly adhering to federal and state laws, regulations, polices, and best practices for data protection and access control.
• Other responsibilities as assigned.

Educations and Skills/Qualifications:

• High school diploma or general education degree (GED);
• One to three years related experience and/or training;
• Call center and online chat experience a plus with;
• Excellent attention to detail
• Excellent oral and written communication skills
• Ability to adapt to a fast-paced environment
• Ability to effectively understand another’s feelings and emotions
• Desire and drive to acquire knowledge and skills necessary to perform job more effectively
• Builds and maintains ongoing, collaborative, working relationships with others
• Equivalent combination of education, skills, and experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies:

Focus on Service - Employee demonstrates dedication to delivering service that meets or exceeds the needs and satisfaction of our members, retirees, employers, and fellow employees. Actions and decisions put the needs of the customer first. Establishes and maintains effective relationships with customers and seeks feedback to use for improvement.

Accountability - Takes personal responsibility for one’s work in both successes and failures. Shows commitment and dedication in one’s work. Follows through on all projects, goals, commitments made to others, and all other aspects of one’s work. Consistently shows attention to quality, accuracy, and completeness of work activities. Uses failures as opportunity to learn and grow. Attends work and arrives as scheduled.

Collaboration - Interacts with others in ways that demonstrate teamwork and cooperation. Builds partnerships and works collaboratively with others at all levels of the organization to achieve goals and support ONE SERS. Acknowledges others’ contributions and considers their ideas without judgment. Focuses energy on working together to find solutions.

Respect and Inclusivity - Able to work with many people with different backgrounds. Shows respect for individual differences, thoughts, and opinions of other team members and is supportive of new ideas and different perspectives shared by others. Seeks to understand through open communication and active listening.

Adaptability - Able to adjust to new or changing assignments, processes, people, and environments and easily consider new approaches. Strives to find efficient and innovative ways to overcome challenges and improve current processes and work products. Takes action on opportunities to improve. Embraces change and feedback in order to be more effective, efficient, and best serve our members, retirees, employers, and fellow employees. Shows dedication to positive thinking and forward momentum when facing challenges.

Note: While performing the duties of this job, the employee is regularly required to sit, stand, walk, and lift up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. SERS is an equal employment opportunity employer.

Disclaimer: This job posting is not meant to be all-inclusive and the position itself is subject to change.

SERS is an Equal Employment Opportunity Employer. We recruit, hire, train, and promote without discrimination due to age, race, color, religion, sex, sexual orientation, national origin, citizenship, disability, military leave or veteran status, genetic information, or any other status protected by applicable federal, state or local law.

SERS is committed to ensuring all applicants can successfully submit an application for consideration. If you have a disability, and you wish to discuss potential accommodations to complete your application for employment, please call (614) 340-2255.

SERS does not accept unsolicited recruiter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with SERS.