New

Retirement Specialist In Training

Washington State Department of Retirement Systems
See Position Description
medical insurance, dental insurance, life insurance, vision insurance, flexible benefit account, vacation time, paid holidays, sick time, retirement plan
United States, Washington, Tumwater
6835 Capitol Boulevard South (Show on map)
Jul 09, 2025
Description Is working with a diverse and inclusive team dedicated to service excellence important to you? Are you a curious and quick learner who is ready to take the next step in your career helping Washington State public employees understand and enjoy their earned retirement benefits? If this sounds like you and you are someone who is passionate about both the customer experience and your career growth and development, the role as a Retirement Specialist 2 (in-training) for the Department of Retirement Systems (DRS) may be the perfect opportunity for you! Click on the link to learn more about this career opportunity: Retirement Specialists (RS) on Vimeo Duties The Opportunity: We are looking for enthusiastic, dependable, customer-focused professionals to fill several Retirement Specialist 2 in-training positions for a training class that will begin October 1, 2025. Retirement Specialists are our primary customer satisfaction link for our members, retirees, and participants of the retirement systems and plans administered by DRS. Beginning at the Retirement Specialist 1 level, you will participate in an in-person classroom training environment where you will learn the rules, laws, policies, procedures, and processes necessary to provide service to our customers. You will also have opportunities to apply your knowledge to real-life situations to help build on the foundation of your classroom training. After successful completion of the classroom training, you will move to a team in either the Member Experience or Member Operations Divisions and will continue your training with hands-on experience. You will provide exceptional customer service over the phone, in writing, and in person - serving as a trusted resource who reads, interprets, and clearly explains complex laws, rules, and procedures related to all facets of our retirement systems and plans. Once you complete the training program, you will advance to a Retirement Specialist 2. While your primary responsibilities will be based on the unit you are assigned, all Retirement Specialists are required to work with members over the phone, including answering the incoming ACD (auto call distributor) calls. Other essential Retirement Specialist duties will include using multiple computer applications to review membership and retirement eligibility, calculating retirement benefits, and reviewing and analyzing account information to determine accuracy and resolve discrepancies. All Retirement Specialists are expected to exhibit professionalism in all interactions with customers and effectively manage workloads and deadlines in a fast-paced, high-production team environment. *NOTE* : While in the training program, you will be in-person at the DRS facility in Tumwater, Washington, Monday through Friday, 8:00 am to 5:00 pm. After successful completion of the training program and effectively demonstrating the ability to perform work independently (typically around 8 to 9 months), you may be eligible to telework up to three days per week at the discretion of the Appointing Authority and with a telework agreement in place. The ability to work remotely is dependent on the nature of the tasks and projects assigned and the presence of a remote work environment that is safe and has an appropriate level of reliable connectivity. You must live within a reasonable commuting distance (less than 50 straight-line miles) to the DRS building in Tumwater, WA, and must be willing to adjust your telework schedule to attend mandatory meetings, trainings, etc., at the DRS facility. In this in-training position, you will begin at the Retirement Specialist 1 salary range ($3,925-$5,271 per month) . After successful completion of the training program, you will advance to the Retirement Specialist 2 salary range ($4,653-$6,259 per month) . Qualifications *What we're looking for (required qualifications):* Proven experience providing customer service in person, over the telephone, virtually and in writing, where you communicated and explained complex rules, laws, policies and procedures in a manner that was clear, informative, and helpful for customers. This experience is typically gained from a minimum of four (4) years of full-time professional work experience in a customer-focused environment where knowledge of complex information and the ability to communicate effectively with customers was essential to your success. An associate's or bachelors degree in Business Administration, Public Administration, or closely allied field may substitute for up to two (2) years of experience. Additional Requirements Demonstrated ability to learn, read, understand, interpret and explain complex and sometimes technical information and processes to others; Demonstrated ability to use and navigate multiple computer applications and screens simultaneously; Demonstrated skill and proficiency in the use of the Microsoft Outlook, Word and Excel (version 2016 or newer); and Demonstrated proficiency in the following competency areas: Customer Focus Dedicated to meeting the expectations and requirements of customers. Delivers high quality services and products. Establishes and maintains effective customer relationships. Committed to continuous improvement and always acts with the customer in mind. Communication Effectively conveys information in writing and through the spoken word, using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience. Sees communication as a vital component of high performing teams. Analysis Studies and reviews documents and information closely; readily identifies information that is not pertinent and understands when additional or verifying information is needed. Uses data and information in a clear and rational thought process to assess and understand issues, evaluate options, form accurate conclusions, and make recommendations/decisions. Reading, Comprehending and Retaining Information Accurately reads, interprets and retains information from written material, including rules, regulations, manuals and instructions. Effectively applies the information in communicating with others, carrying out work activities, making decisions and solving problems. Mathematical Reasoning Familiar and comfortable working with numbers. Understands how numbers are related, combined and estimated; accurately executes arithmetical calculations such as addition, subtraction, multiplication and division. Quickly recognizes when the results of a mathematical operation are inconsistent with expectations, and detects probable errors in calculations. Dependability Shows commitment, dedication and accountability in work. Works effectively and fulfills commitments made to customers, peers and team members. Is reliable in punctuality and attendance; can be counted on to get things done. Adaptability/Flexibility Maintains effectiveness when experiencing major changes in work tasks or the work environment. Adapts easily to changing business needs, adjusting effectively to work within new structures, processes, requirements or cultures to achieve successful solutions. Demonstrate openness to new and different ways of doing things. Supplemental Information Be sure to read this entire section - We promise, it'll be helpful! How to Apply: Interested applicants who meet the qualifications and competencies in this announcement are encouraged to apply. To be considered for this position, please be sure to attach a cover letter clearly describing how your knowledge, skills and abilities align with the job duties and qualifications of this position. (Applications without an attached cover letter will not be accepted). Be sure to complete all sections of the on-line application and answer all supplemental questions. The work history section of the on-line application should be completed fully. Application fields that say "see resume/attachment" will not be considered. Only those applicants whose background and experience most closely matches the desirable qualifications and competencies of this position will be considered for this opportunity. References, Personnel File Review, and Background Checks If you are the preferred candidate for this position, a professional reference from your current or most recent supervisor will be required; If you are current or recent state employee, we will also review your personnel file as part of our selection process; A job offer is contingent upon completion of a background check that includes a criminal record review. Work Authorization 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. DRS does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visitwww.uscis.gov. Union Membership This position is part of a bargaining unit represented by the Washington Federation of State Employees (WFSE). Why Work for DRS? At DRS, we are one team. We administer eight public retirement systems, 15 retirement plans, and the Deferred Compensation Program, and we serve over 930,000 current and former public employees in Washington. Our customers include fire fighters, teachers and school employees, state and local government employees, and public safety and law enforcement officers. Regardless of what our specific duties may be, we are all dedicated to one purpose: ensuring our members have the information, tools, expertise and services that ensure they receive the retirement benefits earned while in public service. We foster a diverse and inclusive environment where team members are fully engaged and supported in meeting (and exceeding) our customers' expectations. All DRS leaders are focused on providing the coaching, mentoring, resources and support that team members need to be successful. DRS offers a generous benefits package that includes membership in the Public Employees Retirement System; health, dental and vision coverage and participation in the Deferred Compensation Program. Also, as a public service employee you may also be eligible for student loan forgiveness. (See the Benefits tab at the top of this post for more information). Other perks include: Flexible work schedules Infants at Work Program Tuition reimbursement Opportunities for professional growth Access to LinkedIn Learning Commitment to team member safety and wellness Community involvement and charitable giving opportunities Commute Trip Reduction Program Free Parking & and EV Chargers available 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 . 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) 664-7309 or TTY Relay Service at 711. Come join the DRS team!