Sr. Benefits Admin & Communications Analyst – Retirement
Duke University is seeking a Senior Benefits Administration & Communications Analyst to oversee a team of Benefits Analysts who support Duke’s 403b, 457b, and Defined Benefit pension plans. The Senior Benefits Administration & Communications Analyst will be responsible for hands-on service delivery of Duke’s retirement programs to active employees, retirees, and term-vested participants. This position will also provide consultative support and guidance in the form of retirement appointments, seminars/webinars, and other projects related to Duke’s programs and the retirement process.

Occupational Summary
Responsible for providing plan administration, participant communications and customer service support for Retirement programs as directed by the Benefits Administration and Communication Manager. The Senior Benefits Administration and Communication Analyst investigates and provides Tier III customer responses and escalated issues and also utilizes this experience to provide input to address issues as needed. Responsibilities will include functioning as project lead for several key benefit initiatives during the year, and also provide retirement plan administration support as directed by the Retirement Plan Managers or have the leadership and responsibility to assure both service excellence and timely response related to the Service Delivery/Case Management system. In addition, this role has full supervisory responsibility for Benefits Analyst positions specializing in Duke’s Retirement plans.

Work Performed
Functions as supervisor for the retirement team’s three Benefits Analyst positions including staff selection, retention, orientation, development, evaluation, mentoring, and coaching. Together, this responsibility as well as the one described below are the two key responsibilities that distinguish this position from that of the Analyst.

Functions as the project lead for several key benefits initiatives and also provides retirement plan administration support to the Retirement Plan Managers or has the leadership and responsibility to assure service excellence and timely response related to the Service Delivery/Case Management system.

Support the Benefits Administration and Communication Manager and Retirement Plan Managers by collecting, organizing, analyzing and reporting plan related data, such as eligibility, utilization, demographics, etc., including making recommendations to enhance retirement processes for faculty and staff.

Acts as Tier III customer service consultant handling complex benefits issues that require specialized knowledge and research to determine facts and potentially judgment to resolve issues.

Tracks and monitors the customer service levels provided by Benefits in response to Tier III escalated issues.

Performs core plan administration activities such as complex calculations and escalated transactional support for the HRIC. Leverages technology effectively in performing plan administration activities while striving for continuous process improvement.

Manages the day to day interaction with carriers and vendors on plan administration, escalating issues to the Retirement Plan Managers as necessary and working collaboratively to resolve issues and streamline processes.

Assists in drafting employee communications with respect to Retirement plan benefits or to provide continuing education for existing plans.

Identifies employee communications and HRIC educational needs using experience gained while handling Tier III calls.

In conjunction with Plan Managers, may develop and present communications and presentations for informing groups of faculty and staff about Duke’s retirement plans.

Provides training support to assist with educating participants, the HRIC or other HR staff. Stays current on applicable laws and regulations to help ensure compliance with all federal and state legislation relating to benefits.

Develops current understanding of legislative changes and implement requirements of new legislation as directed by the Retirement Plan Managers.

Provides support to Benefits Administration and Communication Manager, ERP Plan Manager, and Defined Contribution Plan Manager in support of the retirement function for special projects, performing research and other similar responsibilities as needed.

Performs other related duties incidental to the work described herein.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Minimum Qualifications

Education

Work requires communication, analytical and organizational skills generally acquired through completion of a bachelor’s degree program preferable in Human Resource Management, Business or a related field.

Experience

Requires three years of experience with an organization of similar size and complexity to Duke and include substantial experience in working with plan participants in defined benefit and defined contribution plans to gain deep familiarity with these plans. Two years of supervisory experience of others performing defined contribution and/or defined benefit administration highly preferred. Possessing a retirement designation or certification (RPA, RPF, QKA, QKC, CPC, or CEBS) is a plus. Must be proficient in computer software and the latest electronic technology.OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Skills and Qualifications

Demonstrated ability to handle highly confidential matters and work with all levels in an organization, including executive level. Strong mathematical and analytical skills; advanced decision making; critical thinking; and exceptional communication skills (verbal/written) are required. Past experience coordinating vendor relationships.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.