MEMBER SERVICES REPRESENTATIVE

Agency : Teachers' Retirement System of the State of IllinoisClosing Date / Time : 02 / 27 / 2025Salary : $46,403-59,395Job Type : SalariedCounty : SangamonNumber of Vacancies : 1

• A RESUME IS REQUIRED FOR THIS JOB POSTING
• Please attach a DETAILED Resume / Curriculum Vitae (CV) to the MY DOCUMENTS section of your application. You WILL NOT be considered for the position if you attach a CMS100, CMS100b or any other document that is not a Resume or CV.Why Work for Illinois?Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger—something that touches the lives of every person who calls Illinois home.No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.Job SummaryUnder the supervision of the Call Center Manager, the Member Services Representative is accountable for receiving inquiries by telephone from members, annuitants and others regarding TRS benefits. 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 Retirement Systems Reciprocal Act and calculate reciprocal retirement benefit estimates for at least one reciprocal system.The incumbent will respond to telephone inquiries regarding technical questions concerning eligibility, retirement, survivor and disability benefits, Web access, Social Security issues, pension stability and insurance benefits. In addition, this position conducts personalized retirement interviews; makes address changes and documents records that need research. The incumbent must provide accurate information to TRS contributing members, annuitants and staff regarding provisions of the Illinois Pension Code and the Illinois Retirement Systems Reciprocal Act. In addition, the incumbent is required to maintain an understanding and the ability to explain various statements produced by TRS, Central Management Services or the Illinois Comptroller’s Office. A comprehensive knowledge of the benefits available through the Teachers' Retirement Insurance Program (TRIP) and the State of Illinois group insurance plan is required. The incumbent must maintain a working knowledge of the various TRS forms used for processing benefits (BD’s, retirement applications, optional service forms, refund applications, single-sum applications and health insurance forms).The incumbent is required to provide courteous, accurate, and prompt service, and present a professional and positive image of the System when interacting with members, co-workers and external contacts.Essential FunctionsCorrectly log into the Call Center phone system and be available to receive telephone inquiries regarding TRS benefits at the start of the assigned work shift. Correctly log out of the Call Center phone system during breaks, meetings, lunch breaks and at the end of the assigned work shift.Respond, analyze or recommend solutions to inquiries in accordance with statutory requirements, rules and procedures. Document the calls and actions into the STAR system.Initiate requests for income verification letters, specialized forms and complex issues requiring Call Center Manager resolution, according to the established procedures in an accurate and timely manner.Initiate various claims such as age retirement annuities, single-sum retirements, death, refunds and disability claims.Accurately schedule appointments for both the Springfield and Lisle offices according to approved procedures.Provide Web assistance to members enrolling in the TRS Member Account Access and help members when problems occur with their accounts.Retrieve and input the necessary data to calculate age annuity, reversionary and single-sum benefit estimates in STAR.Develop satisfactory knowledge of reciprocal retirement systems. Apply the skill set to initiate research, analyze and generate accurate reciprocal retirement estimates in STAR using the verified service credit of the chosen system.Perform voice mail call backs, as assigned.Suggest and participate in implementing initiatives to improve customer service and call center effectiveness.Perform other duties as required or assigned.Knowledge, Skills and AbilitiesDemonstrates customer service skills.Friendly and service-oriented.Maintains a high degree of professionalism.Demonstrates a high level of accuracy, even under pressure.Possesses strong product knowledge.Minimum RequirementsAn associate degree in math, statistics, accounting or education.Requires one (1) year of work experience in a customer service environment OR four (4) years of above work experience in lieu of a degree.Excellent oral and written communication and interpersonal skills are required.Above average mathematical skills are required.Knowledge of public pension benefits is a plus.BenefitsState health, dental, life, and vision insuranceGenerous paid time off package including State holidaysDefined benefit plan as member of Teachers’ Retirement System pensionDeferred compensation planWork Hours : 8 : 30-4 : 30 Monday-FridayWork Location : 2815 W. Washington St., Springfield, IL 62702-3397Agency Contact : cwalls@trsil.orgPosting Group : Office & Administrative SupportAgency statement : TRS provides retirement benefits for teachers who are employed by all Illinois public common and charter school districts located outside the city of Chicago. The Illinois Pension Code contains the laws relating to our creation, benefits, and administrationThe main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses : donotreply@SIL-P1.ns2cloud.comsystems@SIL-P1.ns2cloud.com

Salary : $46,403 - $59,395