Member Services Manager, Information Center

MEMBER SERVICES MANAGER, INFORMATION CENTER

At Will Position

FLSA Status: Exempt

Salary Range: Up to $83,270

Work Location 100% in office

Posting Date: April 1, 2025

Benefits

The Teachers’ Retirement System of Oklahoma (TRS) is seeking to fill the position of Member Services Manager, Information Center. This is a full-time state employee position subject to the Civil Service and Human Capital Modernization Rules. TRS offers a comprehensive benefits package, including:

• Generous benefit allowance to offset the cost of medical, dental, and life insurance premiums for employees and their eligible dependents (disability insurance available for employees only);
• Defined benefit retirement plan (Employer pays all contributions on behalf of employees);
• Deferred compensation plan (Employer pays a $25 match and employees can contribute up to IRS limits);
• 3 weeks paid annual and 3 weeks paid sick leave in the first year;
• 11 paid holidays annually; and
• Annual longevity payment after two years of service.
  
  

Job Description

Under the administrative direction of the Deputy Executive Director of Operations and the Director of Member Services, the Information Center Manager works collaboratively as a member of the Member Services Management Team, incorporating the agency's Mission, Vision and Values while providing leadership in helping the agency to achieve its targeted performance in the Member Services Division, specifically in the Information Center.

The Information Center staff is responsible for managing most telephone calls, which includes answering incoming calls and returning calls. They respond to inquiries from members on a wide range of subjects. Additionally, the Information Center staff operates the front desk and assists with tasks from other Member Services departments.

The following list includes the essential duties for this position but is neither all-inclusive nor restrictive. Assigned duties will be modified based on operational needs.

Information Center

• Plan, organize, direct and evaluate all functions relating to the agency's information center, including the front desk.
• Consult with directors and managers to assist in defining statutes and rules that are to be disseminated to the public.
• Coordinate training sessions with other supervisors.
• Update and maintain the information database to be utilized by Member Services.
• Serve as backup to the Information Center and Retirement Planning Consultants during periods of high volume and to compensate when personnel are not available.
• Consult with and coordinate with other divisions or units as needed to clarify policies and procedures, in particular as they relate to:
• member's eligibility for retirement, i.e. age, vesting and service, under current statutes;
• eligibility to purchase service credit such as military and/or out-of-state service;
• eligibility to transfer retirement credit from other Oklahoma public pension plans;
• statutory benefits available to beneficiaries of deceased members;
• withdrawing regular account balance after termination of employment;
• survivor benefits;
• federal and state regulations concerning withholdings for income taxes;
• processing Pre-Retirement Information Verification (PIV) forms submitted by members;
• completion of enrollment and beneficiary forms;
• changes in benefit payments and payroll deductions; i.e., insurance premiums deductions and federal tax withholding changes;
• delays in receipt of benefit checks;
• forms and procedures of the Teachers' Retirement System;
• account balances in the member's regular retirement account;
• changing members' mailing addresses
• Research and make recommendation in the implementation and maintenance of the telephone operating system and maintain documentation of current settings and any changes.
• Coordinate with OMES and vendors to ensure all related equipment and software is configured appropriately and is in good working condition.
  
  

Administrative / Management of Staff

• Plan, organize, coordinate and evaluate the activities of the Retirement Planning Consultants in the Information Center, including the front desk, to ensure maximum members are served with the highest level of accuracy and customer satisfaction rating. Duties include but are not limited to:
• assessing staff needs;
• assigning and reviewing work;
• establishing and enforcing clear, objective, and measurable performance standards, including service-level agreements;
• providing employee development, training, coaching, and supervision;
• evaluating employee performance timely and constructively;
• addressing sensitive personnel issues and disciplinary actions timely and according to TRS policies;
• approving leave in accordance with TRS policies, while considering projected call and visitor volumes;
• monitoring work performance to ensure maximum productivity, efficiency and quality assurance;
• preparing administrative and statistical reports and participating in the development of policies and procedures;
• Monitor phone conversations to ensure member and general public receive complete, consistent and accurate information.
• Monitor daily calls and review weekly report to ensure department is answering maximum number of calls.
• Utilize survey responses and feedback to improve member experience and respond to requests for a call back within 1 business day.
• Explore ways to reduce the average call waiting time and maximum call waiting time.
• Routinely determine how to handle the volume of calls, member appointments, and walk-in visitors.
• Assume responsibility of assigned projects and document procedures, goals, expectations and progress of projects.
• Develop and maintain performance metrics and activity reports.
  
  

Retirement Processes and Retirement Seminars

Duties of the Client Services Manager include but are not limited to the following:

• Explain verbally and by written correspondence retirement benefits to members and other parties, including retirement eligibility, the retirement process and timelines, the five retirement plans, and tax withholding information.
• Assist with coordinating, planning and participating in the retirement planning seminars. This includes public speaking and offering suggestions on how to improve the effectiveness of the seminars.
• When necessary, process retirement estimates and audit files, including determining eligible service, purchases of service, correctness of contributions remitted by the employer and posted to member accounts, and auditing salary for correctness
• When necessary, calculate retirement estimates and benefits, including reviewing and analyzing various records and other information to accurately determine eligibility, retirement benefits, benefit estimates, service credit, vested benefits and related information
  
  

Minimum Qualifications

A bachelor's degree plus two years of experience in auditing or benefit eligibility determination or in a related specialty; or an equivalent combination of education and experience, substituting one year of experience for each year of the degree. Previous supervisory experience overseeing, or working within an information center environment preferred, but not required.

Knowledge Of

• current computer, office systems and equipment
• basic arithmetic
• clerical accounting methods, procedures and terminology
• supervisory principles and practices
• applicable state rules and regulations relating to retirement benefit programs
• office administrative and managerial methods and procedures
  
  

Ability/Skill In

• exercising initiative
• making independent decisions in accordance with laws, rules and regulations
• applying policies to difficult problems
• following complex oral and written instructions in detail and with accuracy
• highly effective communication and presentation skills; demonstrating proficiency in both oral and written communication
• relating abstract ideas to actual needs: in expressing complex procedures clearly and concisely both orally and in writing, and in organizing, directing, and supervising the work of others
• planning, organizing, directing, training and evaluating the work of others
• establishing positive and effective working relationships with others
• demonstrating integrity and a high degree of ethics
  
  

Physical Demands

While performing the duties assigned, the employee is required to: use hands to finger, handle or feel, and to talk or hear; frequently walk, sit and reach with hands and arms; occasionally stand; sit at a desk and work on a computer and or phone for prolonged periods of time; occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and distance vision. Valid driver’s license and travel required.