Senior Retirement Benefits Technician

Under general direction, performs advanced administrative and technical support work involving complex and specialized services in the Member Services department of the San Bernardino County Employees' Retirement Association (SBCERA). This role is responsible for quality assurance and quality control of incoming and outgoing documents, handling escalated member inquiries, providing functional guidance and training to the Retirement Benefits Technician (RBT) and Office Specialist (OS) groups, and ensuring quality control of incoming document imaging to verify completeness before applying records retention policies. The position requires exceptional attention to detail, accuracy, customer service skills, and independent judgment in interpreting and applying department policies and procedures. Performs related duties as required. **SBCERA CORE VALUES IN ACTION** Every employee is expected to model SBCERA’s core values by acting with integrity, embracing accountability, collaborating across teams, and striving for professional excellence in service to our 50,000+ members and beneficiaries.Duties may include, but are not limited to, the following: 1. Perform quality assurance and quality control on all incoming and outgoing documents, ensuring accuracy, completeness, and compliance with SBCERA policies and applicable laws. 2. Ensure quality control of incoming document imaging by verifying accuracy, completeness, and proper classification within Pension Gold (PG) before applying records retention policies. 3. Handle escalated member inquiries with professionalism and efficiency, providing resolution through in-depth research, policy interpretation, and coordination with other departments as needed to ensure a positive member experience. 4. Review incoming member forms for accuracy, completeness, and compliance with SBCERA policies and procedures. 5. Research Pension Gold (PG) to verify member information needed to process benefits and perform quality control checks on member records. 6. Provide functional guidance, coaching, and training to the RBT and OS groups on procedures, quality assurance standards, system navigation, and effective member communication. 7. Identify and resolve discrepancies in member records, reports, and transactions by conducting thorough document reviews and collaborating with staff to correct errors in a timely and member-focused manner. 8. Communicate professionally and effectively with members, reciprocal agencies, and internal teams to ensure seamless service delivery and accurate information sharing. 9. Assist with the completion of special projects, including those related to data cleanup and member outreach efforts. 10. Step in to assist the RBT and OS groups as needed, providing support with member inquiries, document processing, and ensuring a smooth customer service experience. 11. Perform other duties as assigned. A combination of education, training, and experience that demonstrates the required knowledge, skills, and abilities may be qualifying. A typical way to obtain the required qualifications would be: **Knowledge of:** - SBCERA’s mission, strategic pillars, and core values of Integrity, Accountability & Transparency, Commitment, Effectiveness, Professional Excellence, and Collaboration. - Principles and practices of customer service, records management, and quality assurance. - Retirement benefits processes, document imaging systems (e.g., PensionGold), and applicable regulations. - Office procedures, data verification, and document processing. - Principles of training, mentoring, and guiding others. - English usage, grammar, spelling, and business correspondence formatting. - Strong attention to detail, accuracy, and organizational practices necessary for verifying documents for completeness, correctness, and compliance. - Professional verbal and written communication techniques used in dealing with sensitive member interactions. **Skill to:** - Apply SBCERA’s core values of Integrity,…