The Federal Retirement Thrift Investment Board (FRTIB) is looking for a highly qualified and motivated individual to serve as a Benefits Specialist (Term). This Job Opportunity Announcement (JOA) may be used to fill other Benefits Specialist (Term), GS-0301-12 positions within the FRTIB in the same geographical location with the same qualifications and specialized experience.

Duties

This vacancy is also being announced concurrently with vacancy announcement FRTIB-24-AS-016-12305102 under Merit Promotion procedures. The major duties of the position are: Receives escalated inquires that TSP participants, beneficiaries, and third parties have sent to the FRTIB via a variety of communication channels including emails, letters, phone calls, and social media. Reviews exception processing and appeal requests forwarded by recordkeeper and retirement plan participants, gathers pertinent case data and facts to present recommendations to FRTIB management. Memorializes precedent decisions for recordkeeper's future use in deciding exception processing requests. Escalates priority cases to recordkeeper for urgent attention and initiates root causes analysis. Maintains internal log of priority escalated cases to track and report recordkeeper resolution status and root cause analysis results to FRTIB stakeholders. Analyzes escalated inquires to determine level of priority, logs the escalated inquiries into the recordkeeper's case management system to create an escalated case, and monitors the recordkeeper's workflow tasks to ensure the recordkeeper's resolution outcomes are accurate, complete, timely and responsive to issues raised, and are consistent with TSP rules and regulations and Agency policies, procedures, and objectives. other duties, as required.

Requirements

Qualifications

To qualify for this position applicants must meet the Specialized Experience as described below. Specialized Experience: Applicants must have at least one year of full-time specialized work experience comparable in scope and responsibility to the next lower level, GS- 11, in the federal government. Specialized experience is defined as: (1) Ability to research, compile, and analyze retirement plan participant information and data from a variety of sources; and (2) draw conclusions, summarize results, and make appropriate recommendations; and (3) In-depth knowledge of retirement plan recordkeeping case management systems, or retirement plan contact center service processes, or retirement plan loan, or withdrawal, or death benefit transaction processes. *Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations. Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Education

Education may not be substituted for experience for this series and grade combination.

Contacts

• Address Office of Participant Experience Office of Participant Experience 77 K Street, NE Washington, DC 20002 US
• Name: HR Operations
• Phone: 202-942-1600
• Email: [email protected]