Director Customer Service (Administrative)
Unleash your potential by joining our team as a Director of Customer Service. At PERA, you can support those who have supported you whether it's a favorite teacher, the snowplow driver that cleared winter roads or the state trooper who let you off with a warning. Chances are these people who make a difference are PERA members and you can make a difference to those who have helped you.
JOB SUMMARY
This position is one of four division directors within PERA Benefits primarily responsible for the overall management and direction of PERA's contact center. The Customer Service Director is also responsible for oversight of walk-in customer contact, secure messaging, and non-secured e-mail correspondence with PERA's members and retirees.
ESSENTIAL FUNCTIONS
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Provides leadership and direction of the PERA contact center, customer service, and main lobby kiosk operations to ensure all members receive an exceptional service experience
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Oversees Division staff and responsible for all management functions including hiring, developing, and creating an engaged and high-performing team committed to serving members
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Directs actions of Division to comply with PERA law, rules, policies, procedures, state and federal regulations
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Leads team of managers to execute Division objectives, including service level and quality measures
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Oversees the compilation and monitoring of customer service data and takes corrective action as needed to ensure division performance expectations are being met
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Coordinates with other divisions to ensure proper staffing and training for member/retiree requests
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Provides member/retiree perspective on understandability of PERAs website and written materials
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Analyzes, develops, and executes plans to enhance customer service operations
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Researches, evaluates and implements new technologies and industry best practices to improve efficiency and effectiveness of contact center operations
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Develops and adheres to Division's annual budget, objectives, goals, and monitors spending to ensure efficient delivery of customer services
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Sets and communicates standards and expectations that are specific and measurable for productivity goals and employee development; prepares and conducts performance reviews and corrective action when necessary
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Engages the team in continuous learning, improvement, and operational performance
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Ensures that staff have the resources, tools, and training needed to effectively perform their jobs
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Participates in organizational strategic planning
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Actively engages in training, conferences, and educational opportunities for ongoing professional development
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Maintains regular and prompt attendance in the workplace
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Carries out other duties as assigned
QUALIFICATIONS
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Bachelor's degree in Communications, Business or Public Administration, or related field; ten years of progressive experience directly related to the described essential functions, preferably in a financial institution, pension industry, or public sector; or equivalent combination of education and experience
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Experience directly managing/supervising overall contact center daily operations
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Interpersonal skills including team-building, training, quality, and conflict resolution
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Demonstrated leadership and management capabilities with the ability to manage people and processes which span across organizational boundaries
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Effective written and verbal communication skills
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Familiarity with federal regulations concerning tax-deferred retirement plans
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Knowledge of information systems and personal computer applications
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Mathematical aptitude to be able to explain financial concepts
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Ability to work independently with minimal supervision
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Ability to travel as necessary for business purposes
WORKING CONDITIONS
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Standard office environment with regular telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine.
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All employees are expected to present themselves in a professional manner in alignment with the financial services industry
HYBRID WORK OPTION
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Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy.
JOB DESCRIPTION DISCLAIMER:
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of an employee. Duties, responsibilities, and activities may change or new ones may be assigned with or without notice.
Unfortunately, at this time, we cannot consider candidates that require sponsorship (now or in the future), or are located outside of the US.
All Colorado PERA employees are subject to PERA's Ethics Policy and some employees are subject to the Personal Trading Policy. These policies include restrictions on outside business activities and employment and have certain requirements on personal trading. You may request copies of these policies from PERA's talent acquisition team and any questions can be answered by PERA's Investment Administration team.
INTERESTED CANDIDATES
Complete the employment application online at https://www.copera.org/careers. Please have copies of your resume and cover letter available to upload. Please review the following questions. You will be asked for a response to these as part of your application:
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Tell me about a time when your initiative or innovation caused a change to occur.
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What have been the greatest obstacles you have faced in building/growing a team?
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How do you prioritize projects and tasks when scheduling your time? Please give us some examples.
ABOUT COLORADO PERA
Looking for a career where you can make a difference? Colorado PERA offers benefit services to public employees across Colorado, including teachers, state troopers, snowplow drivers, correctional officers and many others who provide valuable services. As Colorado's largest pension plan, we serve and educate over 700,000 members who are former and current public employees.
At PERA you will earn more than a paycheck. PERA is a culture where you can grow your potential and work in an inclusive environment, where diverse perspectives are valued. We hire exceptional employees and recognize that our people are our best asset. Not only do we make sound investments for our members, PERA invests in our employees' growth through training and leadership opportunities.
To promote wellbeing, we offer hybrid or flexible working options for most roles and a total rewards and benefit program including health, dental and vision coverage - eligibility starts the first day of the month following the date of hire for most plans; generous paid time off and volunteer hours; pension and retirement plans, including PERA's defined benefit plan, 457 defined contribution plan, and 401(k) employer match, as applicable; tuition assistance; free, convenient on-site parking or RTD subsidy; free on-site fitness center to stay active; employee assistance program; training, leadership and mentoring programs and more. PERA is a Public Service Loan Forgiveness qualifying employer.
To learn more about life at PERA, watch this video or visit www.copera.org/careers.
Position Title: Director of Customer Service
Division: Customer Service
Reports to: Chief Benefits Officer
Job Status: Full Time / Exempt
Salary: $145,000 - $180,000 per year, commensurate with experience
Posting Dates: 05/09/2025 - 05/25/2025
