Job Description

　　About the Office of the Massachusetts State Treasurer and Receiver General ("Treasury")

　　Our mission is to manage and safeguard the State's public deposits and investments through sound business practices for the exclusive benefits of our citizens, and perform these duties with integrity, excellence, and leadership. Additionally, we strive to provide economic opportunity, stability, and security for every Massachusetts resident.

　　We are committed to excellence in recruiting, hiring, and retaining diverse and qualified individuals. We value the culture of diversity and professionalism in the workplace, and strongly believe that our workforce should reflect our community.

　　https://www.surveymonkey.com/r/FM68GFV

　　PURPOSE OF THE JOB

　　Under the direction of the Executive Director, the Constituent Services Liaison is responsible for constituent and member

　　customer service including telephone inquiries, internal and external referrals, data entry, correspondence, and fulfillment.

　　The Constituent Services Liaison works as part of the SRB Executive and Management Teams and is charged with

　　providing a superior experience for constituents and members with confidentiality, professionalism and the highest quality of

　　service.

　　The position will also support the Executive and Management Teams to provide research and analysis on legislative and

　　policy issues, in coordination with the Legal Team and the Executive Office of the State Treasurer and Receiver General.

　　ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

　　Compile information and answer appropriate constituent inquiries and requests as directed by the Management Team.Develop relationships with the Business Teams to facilitate responses to inquiries.Build knowledge and understanding over time of core functions, including benefit calculation, service purchase, and retirement rules.Use SRB's recordkeeping platform (MARIS) to search basic information.Coordinate effective and timely responses to individual constituent concerns and requests for assistance in person, via phone, email, and mail. Respond to communications and inquiries from elected officials, board members, and interested parties with regard to constituents' concerns/issues.Through the use of electronic software, review, organize and track all incoming and outgoing constituent correspondence and telephone inquiries.Routinely generate reports regarding constituent service activities and make available upon request. Maintain correspondence filing system electronically and hard copy, as needed.Assist in the coordination and execution of unit mailings as well as the fulfillment of request for materials from units and constituents.Support Office Manager/Executive Assistant with preparation, delivery and document management of monthly Board materials.Support SRB Executive Director and COO/Deputy Director, as needed.

　　OTHER DUTIES AND RESPONSIBILITIES

　　Provide all other support as needed by the Executive Director and COO/Deputy Director.Assist with special projects i.e. events and speaking engagements administered by the State Board of Retirement.Support the Executive and Management Teams with research and analysis of legislation and policies related to the SRB, in close collaboration with the Legal Team and the Executive Office of the State Treasurer and Receiver General.

　　SUPERVISORY RESPONSIBILITIES

　　N/A

　　Qualifications

　　KNOWLEDGE AND SKILLS

　　Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer service. Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment. Leverage resources and be able to work with familiarity between SRB and Treasury. Proficient with Microsoft Office applications, (Outlook, Word, PowerPoint, Excel etc.). Strong administrative writing skills and superior verbal communications skills. Ability to deliver clear, articulate, and succinct messages, both orally and in writing. Ability to communicate effectively with a variety of different audiences, customize message and delivery method. Ability to complete basic, routine tasks according to project plans and time-lines. Demonstrates knowledge of policies and procedures when completing responsibilities. Ability to recognize the crucial elements of an assignment and prioritize accordingly. Ability to multi-task and balance a broad range of responsibilities and activities simultaneously. Ability to work independently.

　　 EDUCATION

　　Bachelor's degree preferred