Employer Services Call Center Representative

Job Summary

Under the supervision of the Training and Outreach Manager, the Employer Services Representative is accountable for receiving inquiries by telephone and email from TRS employers, members and others regarding the TRS defined benefit plan and TRS reporting guidelines. The incumbent is expected to accurately respond to a large volume of inquiries while maintaining quality service. In addition, the incumbent is required to maintain basic knowledge of the Illinois Pension Code. This position will respond to telephone and email inquiries regarding technical questions concerning TRS eligibility, service credit, and employer reporting. It is also responsible for providing accurate information to TRS employers and staff regarding the TRS pension code and related policies and procedures.

The incumbent is required to provide courteous, accurate, and prompt service, and present a professional and positive image of the System when interacting with employers, coworkers and other external contacts. This position requires extensive collaboration, sound decision-making skills and the ability to properly structure activities in a manner that allows for the timely completion of assignments, tasks, and goals. The incumbent must possess organizational skills, sound analytical skills and the ability to communicate effectively with employers, members, coworkers and third-party administrators both verbally and through written correspondence.

Essential Functions

• Log into the Call Center phone system and be available to receive telephone inquiries during your assigned work shift.
• Ensure employer issues are resolved timely. Respond, analyze or recommend solutions to inquiries in accordance with statutory requirements, rules and procedures. Document the calls, emails and actions as directed.
• Initiate requests for additional assistance for complex issues requiring expertise for resolution, according to the established procedures in an accurate and timely manner.
• Provide functional instruction on TRS rules, policies and procedures to employers via verbal as well as written communications.
• Assist employers by answering questions, resolving reporting issues and processing adjustments and error resolution in the Employer Reporting System.
• Utilize the Member Reporting System to assist employers when necessary.
• Assist with onboarding new users into the Employer Reporting System and perform tasks such as unlocking accounts and providing general support for other related inquiries.
• Return voicemails and respond to email inquiries, as assigned.
• Maintain an understanding of TRS Pension code and related TRS policies and procedures.
• Assist Employer Services staff with tracking and administrative duties, as needed.
• Participate in implementing initiatives to improve customer service and call center effectiveness.
• Perform other duties as required or assigned.

Knowledge, Skills and Abilities

• Demonstrates customer service skills.
• Friendly and service oriented.
• Maintains a high degree of professionalism.
• Demonstrates a high level of accuracy, even under pressure.
• Strong mathematical skills.
• Ability to analyze and interpret data.

Minimum Requirements

• An associate degree in business administration, public administration, accounting, or related field OR three (3) years related experience in public/multi-employer pension, private pension plan, benefit administration or related experience in lieu of a degree.
• Prefers one (1) year of work experience in a customer service and/or benefits environment.
• Excellent oral and written communication and interpersonal skills are required.

Benefits

• State, health, dental, life, and vision insurance
• 12 vacation, 12 sick, and 3 personal time days of compensated time
• Teachers’ Retirement System Pension
• Optional Deferred compensation plan