Senior Incoming Correspondence Specialist

The Virginia Retirement System, an independent state agency based in Richmond, delivers retirement and other benefits to covered Virginia public sector employees through sound financial stewardship and superior customer service. VRS serves more than 850,000 active and inactive members, retirees and beneficiaries.

Grow Your Career Serving Those Who Serve Others

VRS is seeking a Senior Incoming Correspondence Specialist to play a key role in delivering accurate, timely, and high-quality service to our members and retirees. In this role, you will review and respond to written and email inquiries, conduct research to ensure clear and complete responses, and verify and code incoming documents to support critical workflows.

This position also provides backup support to the Customer Relations team and cross-trains across administrative processing areas, offering a dynamic opportunity to contribute broadly and build expertise across multiple functions.

Essential functions include but not limited to:

• Reviews member email inquiries and formulate a suitable response, based on the status of the member's account or the processes that have taken place due to retirement or refunds. 

• Answers various questions regarding member and retiree retirement plans.

• Researches email responses using plan information found online or in handbooks, myVRS information, or documents found in the member or retiree's ECM file.

• Refers emails to other departments if the query requires escalation.

• Reviews and documents incoming written correspondence, document exceptions, and VRS-900 forms.

• Assigns document types, responds to inquiries, and reviews and approves VRS-900s for compliance before adding the document to the member or retiree's file.

• Documents non-barcoded images and update ECM records with incoming correspondence.

• Adds email processing time to SharePoint and maintain an Excel spreadsheet to record monthly counts for the BOD.

• Provides backup support to other departments as required.

• Participates in cross-hierarchal teams and contribute to improving services across agency lines.

• Effectively works with all levels of management and staff to improve processes and procedures.

Education and Experience:

High School Diploma or Equivalent.  Completion of college courses preferred.

At least one year of experience interacting with the public and drafting written communications, with the ability to manage multiple priorities simultaneously in a fast-paced, high-visibility environment required.

Proficiency in Microsoft Word and Excel is required, as well as a working knowledge of PowerPoint and Access. Ability to utilize third party administrator plan sponsor websites required.

Required Skills and Abilities

• Excellent verbal and written communication skills, and the ability to read, comprehend, and correspond in a professional manner via email and traditional correspondence.

• Superior spelling and grammar.

• Ability to comprehend large amounts of complex data and research data-related issues.

• Ability to conduct research, use various research sources and methods, and solve problems.

• Ability to interpret and apply administrative, legal, and regulatory guidelines; manage multiple priorities; and work within stringent timeframes.

• Ability to be agile and find innovative ways to complete tasks more efficiently.

• Ability to learn complex regulations and legislative requirements related to plans and to interpret these in the context of the day-to-day operation of the plans.

Preferred Skills and Abilities

• Knowledge of defined contribution plans, and the federal and state regulations governing plans.

• Knowledge and understanding of VRS retirement plans.

• Knowledge of customer service delivery and pension or employee benefits in a public setting.

VRS' Hybrid Work Schedule: Currently, VRS' hybrid work schedule is three days onsite (Tuesday, Wednesday and Thursday) and two days remote (Monday and Friday). All employees are expected to work the hybrid work schedule as required and come on site as requested by management.

Hiring Range: