Andra Hopson
Willingboro,NJ
Summary
Pensions Benefits Specialist with 19 years of experience with the Division of Pensions and Benefits. Task oriented employee who has garnered the respect of her peers. A leader who respects management's vision and values the benefit of team collaboration. An innovative thinker with the ability to pivot, as needed. Takes direction, leads priority projects, and delegates to successfully accomplish the intended goal. A compassionate professional dedicated to creating a client experience that represents the best of the Division.
Overview
19
19
years of professional experience
Work History
Supervising Pension Benefits Specialist
State of New Jersey, Department of the Treasury
08.2023 - Current
- Continue to stay abreast of Division changes and resources.
- Collaborate with the Assistant Director of Client Services and Communications to ensure the Unit remains aligned with the Division’s goals and initiatives.
- Efficiently address Director’s Office referrals in a timely manner.
- Supervise Education Unit employees: administer PARS, approve eCATS, monitor eLearning, Siebel emails and address personnel matters with Human Resources. Assign staff workflow and tasks.
- Update the monthly management report.
- Assist the Counseling and the Correspondence Units with escalated member and employer cases. Serve as a resource for escalated inquiries.
- Coordinate the CBO training sessions with the CWA, the Governor’s Office, and Division Management.
- Work with Operating Sections and the Publications Unit to modify forms, applications, and the Division's website for efficiency.
- Approve written communication to be shared with employers.
- Oversee the on-boarding process for new locations within the NJ-State Administered Retirement Systems.
- Create and maintain the Education Unit calendar in Outlook and GoTo Webinar.
- Schedule in-person and virtual special events.
- Supervise the development and editing of presentations and resources, to ensure accuracy, due to changes with rules and regulations.
- Successfully coordinated the first updated Call Center new hire training.
- Collaborate with the Education Unit staff for ways to enhance our services.
- Identify issues, analyze information, provide solutions, and leads with integrity.
PBS 3 - Education Unit
State Of New Jersey, Department of the Treasury
04.2016 - 08.2023
- Stayed abreast of Division changes and resources.
- Supervised Education Unit employees: administered PARS, approved eCATS, monitored eLearning, Siebel emails and addressed personnel matters with Human Resources. Conducted applicant interviews for the Education Unit.
- Utilized GoTo Webinar, Microsoft Teams and Zoom to host presentations.
- Calculated monthly statistic reports and updated monthly management report.
- Supervised and co-facilitated the development and editing of presentations and resources, to ensure accuracy, due to changes with rules and regulations.
- Co-facilitated development and presentation of new hire and employee refresher training.
- Effectively led complex projects with integrity.
- Worked with the NJ Department of Education to on-board and close Charter Schools in the NJ State Administered Retirement Systems.
- Educated active and retired members on details associated with pension related matters, health benefits and retirement planning.
- Educated New Jersey public employers on the day-to-day tasks related to pension processing and reporting.
- Assists employers with Chapter 52 Training, accessing EPIC and navigating various employer applications.
- Reply to employer and member emails received through Siebel.
PBS 3 (former PBS 1) - Call Center Team Leader
State Of New Jersey, Department of the Treasury
07.2014 - 04.2016
- Cooperatively assisted with the day-to-day operation of the Call Center,
- Supervised call center staff: administered PARS, approved eCATS, reviewed Siebel entries, addressed personnel matters and client related concerns.
- Provided coaching and professional development to call center staff for a team of 8-10 counselors.
- Calculated productivity statistics to chart employee performance standards and provide timely feedback to staff.
- Provided statistical data for monthly management report.
- Monitored CMS phone system to maintain efficient customer service. Utilized Serve-Observe to observe counselors work and client interactions. Reviewed calls through NICE call recording system for quality assurance, evaluation and to resolve escalated client inquiries.
- Collaborated with the operating sections to resolve complex customer issues, ensuring compliance and client satisfaction.
- Researched and addressed management referrals.
- Produced immediate and specialty correspondence for clients and third-party inquiries.
- Worked effectively within tight deadlines, in fast-paced environment.
PBS 3 - Call Center and Interview Counselor
State Of New Jersey, Department of the Treasury
06.2005 - 07.2014
- Acquired comprehensive knowledge of policies, procedures, governing statutes, administrative codes and Division operations.
- Answered calls and conducted one-on-one counseling for our external clients.
- Served as a liaison between clients and our operating sections, in order to address complex issues.
- Completed Director's Office and Board of Trustees interviews, when assigned
- Utilized various work applications and Siebel to document all transactions. Forwarded complex inquiries to operating sections for appropriate follow-up.
- Independently facilitated on-site and off-site workshops and provided statistics for the monthly management report.
- Oversaw the layoff and closing of Camden County Health Services.
- Conducted quarterly, in-person retirement planning seminars for the PBA, with up to 50 attendees per session.
- Assisted with Call Center new hire training and coaching.
- Managed time efficiently, to meet performance standards. Self motivated with a strong sense of personal responsibility.
Education
Bachelor of Arts - Sociology
Rutgers, The State University of New Jersey
Camden, NJ05.2005
Skills
- Benefits Administration
- Project Management
- Conflict Resolution
- Customer Service
- Written and Oral Communication
- Microsoft Office
- Time Management
- Compliance
- Detail Oriented
- Record Keeping
Affiliations
- Delta Sigma Theta - Public Service Organization
Timeline
Supervising Pension Benefits Specialist
State of New Jersey, Department of the Treasury
08.2023 - Current
PBS 3 - Education Unit
State Of New Jersey, Department of the Treasury
04.2016 - 08.2023
PBS 3 (former PBS 1) - Call Center Team Leader
State Of New Jersey, Department of the Treasury
07.2014 - 04.2016
PBS 3 - Call Center and Interview Counselor
State Of New Jersey, Department of the Treasury
06.2005 - 07.2014
Bachelor of Arts - Sociology
Rutgers, The State University of New Jersey
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