• Tracks and monitors 403b inquiries, service waiver requests and other various retirement inquires • Work directly with Plan Managers for 403b, 457b and ERP plans to ensure compliance and customer satisfaction• Assists with contributions process to ensure all eligible employees receive university contributions• Serves various capacities for retirement payroll responsibilities• Conducts retirement appointments for all populations as needed for overflow and escalated matters• Delivery of Duke’s retirement programs to active employees, retirees, and term-vested participants.• Provides plan administration, participant communications and customer service support for Retirement programs• Investigates and provide Tier II and Tier III customer responses and escalated issues• Tier III customer service consultant handling complex benefits issues that require specialized knowledge and research to determine facts and potentially judgment to resolve issues.• Serves as project lead for key benefit initiatives during the year, and also provide retirement plan administration support as directed by the Retirement Plan Managers • Drives leadership and responsibility to assure both service excellence and timely response related to the Service Delivery• Develops current understanding of legislative changes and implement requirements of new legislation as directed by the Retirement Plan Managers.• 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. • Provide development, evaluation, mentoring, and coaching for the existing three Benefits Analysts on retirement team• Recruits when vacancies occur on the Retirement Team to ensure top talent is secured to continually support current and retired employees with their benefit needs.• Manages team members performance/work-related needs and growth opportunities.

• Provide accurate information using customer service communication skills to respond to inquiries related to account information, plan information, transaction processing and product information in accordance with departmental standards. • Handle all Quality assurance tasks for all Beneficiary Support Team correspondence.• Review all kits prior to mailing and within standard to meet Service Level Agreements • Assist staff with questions and issues• Analyze, resolve, and escalate issues as necessary• Act as a back up to handle escalated calls effectively to improve participant satisfaction and reduce further escalation including real-time assistance and callbacks as needed• Review the non-conformance report as needed• Complete reports as needed for management• Recommend updates to KNOVA/Kforce. • Maintain floor supervision as a leader, encouraging good business practices and behavior Conduct client specific and process training for new team members• Identify learning opportunities on the team and conduct refresher training, as needed• Complete special projects and tasks as assigned • Providing development feedback to staff members

• Answer and respond to incoming calls from employees and former employees with questions about their retirement and other benefits.• Perform, track and log all transactions performed related to Human Resources and/or Benefits processes. • Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete. • Understand, apply and communicate conceptual elements of Benefits and/or Human Resources rules, regulations and help other team members as requested. • Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements.

•Provide technical application support and phone support•Supported custom, in-house applications.•Coordinated repair efforts with internal application development group.•Managed service requests, including the assignment, tracking, escalation, and completion of requests.•Troubleshoot and resolve issues with Windows and Microsoft Office.•Create and maintain support documentation.

•Provided 2nd level escalation support for the Salesforce.com •Led in the creation and maintenance of FAQs for applications.•Maintained Knowledge Library (KL) database with updates as it pertained to the application.•Contributed to process improvement.•Handled cases within Salesforce for multiple organizations.•Troubleshoot issues within Salesforce in a testing environment.

• Provide 2nd level escalation (POC) support for the GSTS 1st level support team Globally on Salesforce.com, OMF, CCW, MBR.• Log all work and service provided into Alliance/Remedy tool.• Stay current on application development activities; know application features and functions of new releases. • Stay current on latest technical innovations in the industry, specifically as it applies to MS Windows and related layered products• Lead in the creation and maintenance of FAQs for applications.• Populate Knowledge Library (KL) database with updates as it pertains to the application.• Provide End-of-Month and End-of-Quarter analytical feedback to the Development team and Business team.• Maintain weekly metrics for POC specific applications. • Provide ideas, solutions and feedback during weekly GSTS meetings.• Attend quarterly trainings and be prepared to train the team on new applications.• Continually evaluate ideas for process improvement relative to any currently used or proposed activities/responsibilities that impact their support area

• Provide day to day support for Channels and Distributor Sales Help Desk applications• 1st and 2nd level analyst for multiple applications• Log all work and service provided into Remedy and proprietary UI case handling application• Stay current on application development activities; know application features and functions of new releases. • Stay current on latest technical innovations in the industry, specifically as it applies to MS Windows and related layered products• Assist in the creation and maintenance of FAQs for applications.• Populate Knowledge Management database with three to five solutions per week• Provide End-of-Month and End-of-Quarter analytical feedback to the Development team and Business team• Maintain weekly metrics for POC(point of contact) specific applications.