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Member Services Representative

Wednesday, August 8, 2018

Member Services Representative (DCRB Grade 3)

The District of Columbia Retirement Board (“DCRB”) is seeking a Member Services Representative (“MSR”) that will act as the primary DCRB point of contact for our members, providers, and other key stakeholders. 

Focusing on exceptional customer satisfaction and first-call resolution, the Member Services Representative troubleshoots complex issues, handles and resolves member complaints, and responds to inquiries from active and retired members, survivors, beneficiaries, and others.  On a daily basis, the MSR may interact with members in person, on the telephone, through electronic means, or written correspondence.  Other duties include: ensuring that member documentation is available to members who visit the office, scanning incoming mail and personnel document into FileNet, and helping members use DCRB’s website.  The MSR also completes call logs to record customer interactions and transactions, and records details of inquiries, complaints, and comments, as well as actions taken.

DCRB is responsible for the investment of funds and administration of retirement benefits for over 13,000 retirees and 10,000 members of the District of Columbia Teachers’ Retirement Plan and the District of Columbia Police Officers and Firefighters’ Retirement Plan (collectively “Plan members”).

The annualized full-time salary range for this position is $37,389 - $57,767 (Grade 3) and the posting will remain open until filled.  For more information, see the position summary attached below.