This examination will remain open until the needs of LACERA are met and may close without prior notice.
Examination Information: Examination Number: 9-1309-Y, Job Bulletin Number: 13-09.
The Los Angeles County Employees Retirement Association (LACERA) administers and manages the $41+ billion retirement fund for the County of Los Angeles. We provide retirement, disability, and death benefits to eligible County employees and their beneficiaries, and collect, deposit, invest, and manage retirement funds collected from the County, outside districts, and County employees. LACERA is one of the largest county retirement associations in the United States with over 156,000 members. Our membership is comprised of individuals from a diverse range of careers, age groups, and ethnicity. Headquartered in the beautiful town of Pasadena, home of the annual Tournament of Roses Parade and Rose Bowl football game, the City has a little something for everyone; historic museums, five-star restaurants and hotels, top retailers, theaters, art, science, dance, nature, music and a whole lot more!
Our members spend their careers contributing to the welfare of Los Angeles County. For their service, the County contributes to their promised benefits, and LACERA serves them in return. If you are interested in being part of this rewarding team, LACERA invites you to apply!
The Retirement Benefits Specialist I positions are located in the below LACERA divisions, however, the current vacancies for this exam are in the Member Services Division: Contact Center.
Member Services: Contact Center is responsible for providing front-line interface with LACERA members that includes explanations of all plans, plan options, purchases, purchase options, and retirement related issues. The Division is organized into two (2) functional sections: the Contact Center (consisting of the Call Center and the Correspondence/Data Input Unit) and Outreach.
Specialists answer incoming telephone inquiries from our members, their survivors, and beneficiaries. The Contact Center receives approximately 12,000 calls monthly.Specialists are responsible for providing over the phone front-line service for LACERA members that includes explanations of all retirement plans, plan options, purchases, purchase options, and retirement related issues.
The Retirement Benefits Specialist I, Contact Center position provides world class customer service in a positive, supportive, professional and equitable manner. Our members are our number one priority and we take great pride in serving them. This gold commitment to our members requires a Retirement Benefits Specialist I that is extremely customer focused, patient, empathetic, detail oriented, and analytical
Claims Processing is primarily responsible for processing benefit transactions on behalf of LACERA's members governed by the County Employees Retirement Law of 1937, Bylaws of LACERA's Board of Retirement, and Administrative Rules and Policies. These transactions include, but are not limited to: enrollment into LACERA's retirement plan, maintaining member data that directly impacts the member's retirement benefit formula, processing purchases of service credit and transfers between retirement plans, and calculating and administering retirement, disability, and survivor pension benefits.
Retiree Health Care is responsible for administering the Health Care Benefits Program for retired association members and their eligible beneficiaries, and to provide a health care program of the highest quality at an affordable cost.
Disability Retirement is responsible for investigating and evaluating disability retirement applications from active, retired, and deferred members. Staff presents recommendations to the Board of Retirement who is responsible for granting benefits.
Quality Assurance is responsible for documenting the business process and delivering training. Establishing performance measurements and using metrics in quality audits.
Training Program: Appointees will participate in LACERA's one-year Retirement Benefits Specialist Training Program which consists of classroom and production (on-the-job) training.
Career Ladders: Individuals successfully completing the training program will be eligible to apply for the permanent position of Retirement Benefits Specialist II. The Retirement Benefits Specialist II salary is $3,687.36 monthly and over time increases to $4832.00. The Division also has a Retirement Benefits Specialist III position. The Retirement Benefits III salary is $4,399.55 and over time increases to $5,770.45.
The eligible register resulting from this examination will be used for temporary full-time appointments.
NOTE: LACERA requires all applications to be submitted online.
EXAMPLES OF ESSENTIAL JOB FUNCTIONS:
The following examples are intended to describe the general nature and level of work performed by persons assigned to each classification. Depending on the assignment, duties may include, but are not limited to the following: Answer incoming telephone calls from members, which includes researching and verifying retirement benefit information on file to resolve inquiries relating to such matters as County service credit, warrant discrepancies, membership status or member contribution rates.
Resolve routine retirement benefit claims.
Determine and compute County service credit, monthly insurance premium amounts, and retirement allowance estimates.
Review and process member requests for payroll deductions, 30 year cancellations, change of beneficiary, and beneficiary name and address changes.
Answer incoming telephone calls from members and their beneficiaries, and provide answers regarding their rights, obligations, and qualifications for retirement benefits and assists them in completing enrollment applications and forms.
Maintain retirement records, logs, and statistics, and prepares reports as requested.
Perform other duties as assigned.
Two (2) years highly specialized clerical experience at the level of Los Angeles County's class of Senior Clerk in an assignment involving extensive contact with the public answering, interpreting, and explaining such matters as regulations, policies and procedures, and providing instructions for the filing of legal forms and applications
Completion of 60 semester units in an accredited college or university -AND- two (2) years experience in an assignment answering, interpreting, and explaining such matters as regulations, policies and procedures, and providing instructions for the filing of legal forms and applications
Graduation from an accredited college or university with a Bachelor's degree.*
A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.
PHYSICAL CLASS 2 – LIGHT:
Incumbents constantly sit, and use repetitive hand motions including simple grasping, fine manipulation, and pushing and pulling. Occasionally, incumbents walk, bend, twist the neck and waist, and reach above and below shoulder level. Work is performed in an office environment, a controlled climate.
DESIRABLE QUALIFICATIONS: Demonstrated telephonic customer service experience working in a high volume call center. Demonstrated experience answering and resolving customer inquiries or claims preferably related to retirement, finance, banking, employee benefits, or investments. Demonstrated experience performing mathematical computations to complete job functions preferably related to retirement administration, financial planning, banking, employee benefits, loan processing, accounting, investments, payroll, or business management. To receive credit for the above desirable qualifications, your application must clearly describe your experience.
Knowledge of: principles and processes for providing excellent customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction; basic arithmetic; the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Accredited institutions are those listed in the publications of regional, national or international accrediting agencies which are accepted by the Department of Human Resources. Publications such as American Universities and Colleges and International Handbook of Universities are acceptable references. Also acceptable, if appropriate, are degrees that have been evaluated and deemed to be equivalent to degrees from United States accredited institutions by an academic credential evaluation agency recognized by The National Association of Credential Evaluation Services.
Ability to: handle multiple daily telephone calls while providing excellent, dedicated, service to each call; navigate a computer while on the phone; solve complex problems; work in a call center environment; locate, assemble and reconcile information from various source documents and records utilizing general analytical and arithmetic reasoning; provide succinct and understandable explanations of complex material; communicate effectively both verbally and in writing; establish and maintain effective working relationships with other staff internally and externally; work in a fast paced, constantly changing environment with a high demand for accuracy and customer service; manage multiple responsibilities simultaneously and complete tasks as assigned; exercise punctuality and dependability; operate a personal computer utilizing Microsoft applications such as Word, Excel, and Access; learn new and complex computer system applications.
EXAMINATION CONTENT: All applications and supplemental information will be reviewed and evaluated on the basis of information submitted at the time of filing to determine the level and scope of the candidate’s preparation for the position.
All information supplied by applicants is subject to verification.
The applicants with the highest qualifications as determined by the screen process will be invited to participate in the examination process which will consist of an appraisal interview weighted 100%. As part of the interview candidates will also be required to participate in job related performance assessments.
The oral interview, both of which will assess the applicant’s knowledge, experience, education, and general ability to perform the essential functions of the position.
CANDIDATES MUST ACHIEVE A PASSING SCORE OF 70 OR HIGHER ON THE EXAMINATION IN ORDER TO BE PLACED ON THE ELIGIBLE REGISTER.
ELIGIBLE INFORMATION: The names of candidates receiving a passing grade will be placed on the eligible register in the order of their score group for a period of six (6) months following the date of promulgation.
COMPLETING YOUR APPLICATION: The acceptance of an employment application depends upon whether or not an applicant has provided adequate information that demonstrates meeting the Requirements for the position as stated above. Please complete the application and supplemental questionnaire thoroughly and completely.
In addition, please attach a resume and cover letter detailing your experience as it relates to the position.
Resumes will not be accepted in lieu of the completed application.
In the space provided for education, include the names and addresses of schools attended, and number of credits, degree, and/or certificate(s) earned.
For each job held, provide the name and address of your employer, your job titles, beginning and ending dates, description of work performed, salary earned, and reason for leaving.
Failure to provide all the information will result in your application being removed from consideration. This position may require working evenings, weekends, and holidays.
Part-time experience will be evaluated on the basis of its fractional equivalent of a 40-hour workweek. All required work experience must be paid.
If you have had more than ten (10) years with one employer, please list each job title and/or area of assignment separately to demonstrate your experience in various assignments/occupational areas.
Applications submitted without the supplemental questionnaire will be rejected as incomplete.
All information supplied by applicants is subject to verification. Applications may be rejected at any stage of the examination process.
Applicants applying online can check the status of their applications at anytime by logging into their account on www.governmentjobs.com
TO APPLY ONLINE GO TO: www.lacera.com and click on the Career Opportunities link.
Faxed or emailed applications will not be accepted.
Candidate(s) who complete selection testing with acceptable results will be considered by the Department hiring authority. Prior to an employment offer, a comprehensive background investigation is conducted, which will include verification of experience, education, credit history, and fingerprinting through the California Department of Justice. A job related pre-placement medical exam will be conducted upon issuance of a conditional offer of employment . RECORD OF CONVICTIONS: A full disclosure of all convictions is required. Failure to disclose convictions will result in disqualification. Not all convictions constitute an automatic bar to employment. Factors such as your age at the time of the offense(s), and the recency of offense(s) will be taken into account, as well as the relationship between the offense(s) and the job(s) for which you apply. However, any applicant for County employment who has been convicted of workers' compensation fraud is automatically barred from employment with the County of Los Angeles (County Code Section 5.12.110). NOTE: ANY CONVICTIONS OR COURT RECORDS WHICH ARE EXEMPTED BY A VALID COURT ORDER DO NOT HAVE TO BE INCLUDED. SOCIAL SECURITY ACT OF 2004: Section 419 (c) of Public Law 108-203, the Social Security Protection Act of 2004, requires State and local government employers to disclose the effect of the Windfall Elimination Provision and the Government Pension Offset Provision to employees hired on or after January 1, 2005, in jobs not covered by Social Security. The County of Los Angeles does not participate in the Social Security System. All newly hired County of Los Angeles employees must sign a statement (Form SSA-1945) prior to the start of employment indicating that they are aware of a possible reduction in their future Social Security benefit entitlement. For more information on Social Security and about each provision, you may visit the website http://www.socialsecurity.gov , or call toll free 1-800-772-1213. Persons who are deaf or hard of hearing may call the TTY number 1-800-325-0778 or contact a local Social Security office. LOS ANGELES COUNTY CHILD SUPPORT COMPLIANCE PROGRAM: In an effort to improve compliance with court-ordered child, family and spousal obligations, certain employment and identification information (e.g., name, address, Social Security Number and date of hire) is regularly reported to the State Directory of New Hires, which may assist in locating persons who owe these obligations. Family Code Section 17512 permits, under certain circumstances, for additional employment and identifying information to be requested. Applicants will not be disqualified from employment based on this information. VETERAN'S CREDIT: Veteran's Preference Credit of 10 points will be added to the final passing grade in any open competitive examination if you are an honorably discharge veteran who served in the Armed Forces of the United States:
a. During a declared war; or
b. During the period April 28, 1952 through July 1, 1955; or
c. For more than 180 consecutive days, other than for
training, any part of which occurred after January 31
1955, and before October 15, 1976; or
d. In a campaign or expedition for which a campaign medal
or expeditionary medal has been authorized and
This also applies to the spouse of such person who, while engaged in such service was wounded, disabled or crippled and thereby permanently prevented from engaging in any remunerative occupation, and also to the widow or widower of any such person who died or was killed while in such service.
A DD214, Certificate of Discharge or Separation from Active Duty, or other official documents issued by the branch of service are required as verification of eligibility for Veterans' preference. If you are unable to provide any documentation at the time of filing, the 10 points will be withheld until such time as it is provided.
DISABILITY ACCOMMODATION: Pursuant to the Americans with Disabilities Act, if you require material in an alternate format or are an individual requesting reasonable accommodations in the examination process (e.g. assistance in applying for a position, special testing arrangements for readers, or interpreters,) please provide advanced notice of your needs, at least 72 hours, to John Nogales, coordinator of persons with disabilities, at (626) 564-6000 extension 4397. Hearing impaired applicants with TDD equipment may leave typewritten messages at (800) 899-4099.
EMPLOYMENT ELIGIBILITY INFORMATION: Final appointment is contingent upon verification of U.S. citizenship or the right to work in the United States. Immigration law provides that all persons hired after November 6, 1986, are required to present original documents to the County, within three (3) business days of hiring, which show satisfactory proof of: 1) identity and 2) U.S. employment eligibility.