[Hiring] Telephone Counselor Associate @Teacher Retirement System of Texas (TRS)

Role Description

Telephone Counselor Associates provide benefit counseling services to members and others in an on-the-job training environment and will proactively work with the Contact Center team, Pension Services staff, and agency employees. Successful candidates for this position participate in a paid virtual classroom training program that includes on-the-job training (OJT) with a coach. During the virtual classroom training, work hours are 8:00 AM to 5:00 PM (Central Time), Monday through Friday. After training, regular shift start times range between 8:30 AM and 9:30 AM (CST), based on business need, and include a 30-minute lunch.

What You Will Do

• Participates in the TRS Benefit Counseling training program.
• Counsels members and assists school district officials regarding the full range of TRS benefit options.
• Explains benefit options, including eligibility requirements and limitations, and provides general information and referral services on related benefit programs such as Social Security and Medicare.
• Resolves and responds to telephone inquiries and complaints.
• May research and resolve complaints and problems regarding service and disability requirements, projected benefits, health benefits, refunds, death benefits, purchase of special services, post retirements, district reporting requirements, agency forms, and other issues.
• Determines and explains benefit options and associated taxes.
• Determines, recommends, and implements appropriate actions to resolve issues and process member requests, including informing and making recommendations to members and school district officials on necessary measures.
• Interprets and explains applicable TRS rules, regulations, policies, procedures, processes, and forms.
• Receives and processes requests for informational booklets and forms.
• Documents and maintains member records by updating information into the computer database, including collecting and recording accurate notes for member files.
• Performs related work as assigned.

Qualifications

• High school diploma or GED.
• Education and experience may substitute for one another.

Requirements

• One (1) year of full-time experience in a call center, contact center, banking, accounting, claims processing, benefit processing, or other customer service related experience involving interpreting, applying, and communicating complex laws, regulations, and policies.
• Navigating and using computer systems and applications, such as Microsoft Office and virtual meeting software.

Preferred Qualifications

• Associate’s or Bachelor’s degree from an accredited college or university.
• Experience interpreting, applying, and communicating complex laws, regulations, policies, and procedures.
• Experience providing in-person customer service in financial services, pension benefits, or health insurance.
• Experience with Claims processing or benefits processing.
• Bilingual in English and Spanish.

Knowledge of

• TRS benefit programs.
• Modern office practices, systems, and equipment.

Skills in

• Interpreting, explaining, and applying complex laws, regulations, policies, and procedures.
• Planning, organizing, and prioritizing work assignments to manage a high-volume workload in a fast-paced and changing environment, completing detailed work accurately.
• Analyzing problems and devising effective solutions.
• Using a computer in a Microsoft Windows environment with word processing, SharePoint, and other business software.
• Effective written and verbal communication, including telephone communication and active listening skills.
• Providing quality customer service.
• Efficiently and accurately documenting information into various computer systems.

Ability to

• Provide member support by telephone and written channels, including secure messages, for prolonged periods, in a high-volume contact center environment.
• Establish and maintain harmonious working relationships with co-workers, agency staff, TRS members, school district officials, and other contacts and work effectively in a professional team environment.
• Work occasional overtime, weekends, or extended hours as needed to manage the team workload.

Military Occupational Specialty (MOS) Codes

Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at [email protected] with questions or for additional information.

To view all job vacancies, visit www.trs.texas.gov/careers or www.trs.csod.com/careersite .

For more information, visit www.trs.texas.gov .