Plan Operations Specialist - Quality Control

The role:

The Specialist conducts comprehensive, end-to-end audits of Plan Operations benefits processes and transactions to ensure accuracy, compliance, data integrity, and operational effectiveness. The Specialist takes a holistic approach to evaluating workflows, identifying errors, inefficiencies, process gaps, and trends that may impact service delivery and member satisfaction. Through root cause analysis and cross-functional collaboration, the Specialist provides actionable recommendations to improve processes, reduce operational risk, enhance efficiency, and support continuous improvement.

What you will do:

• Performs comprehensive quality assurance audits of completed benefits transactions, operational workflows, and compliance reports to ensure accuracy, consistency, adherence to established procedures.
• Documents audit findings and supports conclusions with appropriate evidence, applying sound judgment and established guidelines to ensure quality-review decisions are accurate, consistent, and supportable.
• Analyze audit findings to identify trends and determine root causes of errors, providing actionable recommendations to management that lead to process improvements and prevent recurring issues.
• Identifies discrepancies between Plan documents, established procedures, knowledge base articles, and operational practices, notifying appropriate teams and recommending updates to ensure accuracy and consistency.
• Provides meaningful, solution-focused feedback to support improvements in transaction accuracy, service quality, and member and employer satisfaction.
• Confirms data for pension disbursements and weekly death benefit runs and reconciles monthly pension disbursements. Audits manual and complex pension calculations.
• Collaborates with the Training and Continuous Improvement teams in Plan Operations to identify knowledge gaps, process improvement opportunities, and training needs. Reviews and recommend updates to knowledge base content, including articles, procedures, forms, letters, and email templates.

What you need to succeed:

• Bachelor’s degree, or equivalent combination of education and ten years of experience.
• Five years of employee benefits experience is required to interpret complex benefit plan provisions, policies, procedures and operational documentation.
• Demonstrated process quality control / assurance, case auditing and technical writing skills.
• Excellent attention to detail, critical thinking, analytical, and problem-solving skills. 
• Strong root cause analysis skills and ability to identify patterns and trends in operational data.
• Ability to analyze and manipulate process and operational data.
• Exceptional mathematical skills to audit manual and complex calculations.
• Excellent verbal, written and interpersonal skills, including the ability to communicate technical information – using Microsoft Office Applications.
• Excellent customer service orientation and understanding of quality management principles.
• Ability to collaborate effectively across teams and leadership while also working independently.
• An ability, interest, and desire to participate in continuing education opportunities via seminars, industry literature, and formal training and development.
• Ability to work at the 2000 Market Street office Tuesday through Thursday of each week.

We offer a generous benefits package for eligible employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.