Office Visit Counselor Associate

WHO WE ARE:

In the Benefits Services Division, we cultivate connection with our 1.7 million valued members by striving for excellence through counseling and administering benefits for retirees, active members, and employers. It is our goal to ensure our members have personalized service for pension benefits every day.

Joining our fast-paced team you’ll have the opportunity to create meaningful experiences by learning the ins and outs of our business alongside a diverse committed community. Through coaching and mentorship, you’ll gain the skills you need to achieve your career goals at TRS while earning member trust and making a positive impact in their lives.

Do you have a favorite teacher or anyone else in public schools who made an impact on your life? Are you or someone you know employed with the public education system? Would you like to be part of a team that provides guidance and support to hard-working Texas public education employees? If you have a passion for in-person customer service and want to contribute to an organization named a Top Place to Work for multiple years, then the Teacher Retirement System of Texas (TRS) is the place for you! We are hiring Office Visit (OV) Counselors in the Austin area. If you join our team, you will be able to participate in our comprehensive benefits package and have the option to help secure your retirement with a TRS pension. 

Office Visit Counselors are critical to TRS’ ability to serve our members well. TRS is excited to offer a $5,000 bonus to Office Visit Counselors who begin employment in September 2022.  This bonus will be paid in three installments over a one-year period: $1,500 with first paycheck, $1,500 after 6 months of successful performance in the role and another $2,000 after 12 months of successful performance in the role. 

Our Office Visit Counselors participate in a formal classroom training program and then spend time with an on-the-job training (OJT) coach before answering phone calls and conducting member meetings on their own. Office Visit Counselors answer questions for TRS participants regarding their benefit programs via group presentations, in-person and virtual meetings, and telephone calls. Once Office Visit Counselors have gained experience taking member phone calls on their own, they will work with an on-the-job training coach to learn how to conduct member meetings.
 
During the initial classroom training, work hours are 8:00 AM (CST) to 5:00 PM (CST), Monday through Friday. Benefit Counseling hours of operation are 7:00 AM (CST) to 6:00 PM (CST), and regular shift times after training is complete are 8:00 AM (CST) to 5:00 PM (CST).
 
Successful candidates will start employment with TRS effective September 15, 2022. While some classroom training may occur in a virtual setting, this position is not remote work from home. After training, Office Visit Counselors will work on-site at our Austin office, located at 1000 Red River St. 

There are two position levels for this posting. Candidates with TRS experience may qualify for the Office Visit Counselor role. Selected applicants will receive an offer for the position closely matching their education and experience.

Starting salary range:
OV Counselor Associate: $47,000-$56,000 annual
OV Counselor: $55,000-$65,000 annual

WHAT YOU WILL DO:

• Actively participates in the TRS Benefit Counseling training program, consisting of six weeks of classroom and approximately 12 weeks of on-the-job training for phone calls. On-the-job training to conduct member meetings is approximately four (4) weeks.
• Leads in-person meetings with members regarding the full range of TRS benefit options.
• Explains benefit options, including eligibility requirements and limitations.
• Determines and explains benefit options and associated taxes.
• Responds to and resolve telephone and in-person inquiries and complaints.
• Provides general information and referral services for related benefit programs, such as Social Security and Medicare.
• Interprets and explains TRS rules, laws, policies, procedures, forms, and other applicable regulations.
• Recommends and executes appropriate actions to resolve issues and process member requests.
• Confers with Benefit Processing, Legal, Accounting, and other TRS staff to perform detailed research and analysis of member records.
• Actively performs Telephone Counseling duties as required when not performing Office Visit Counseling related functions.
• Performs other related work as assigned.
• May research and address concerns regarding service and disability retirement, projected benefits, health benefits, contribution refunds, death benefits, service credit purchases, employment after retirement, district reporting requirements, agency forms, and other benefits-related topics.

Presentation Administration (Office Visit Counselor)
• Conducts group presentations on TRS premises and virtually, including workshops, seminars, and Q&A sessions to educate members regarding TRS benefits.
• Coordinates meeting logistics, such as the set-up of audio/visual equipment, handouts, and other presentation materials.
• Provides on-site information, guidance, and support to workshop and seminar participants.
• Assists in the development of workshop and seminar presentations and materials.
• Ability to work extended hours as necessary.
• Ability to travel 0-10 percent for the first 12 months, including overnight and weekend trips for work assignments and trainings. After 12 months, ability to travel frequently, including overnight and weekend trips (approximately 25%) for work assignments and trainings.

WHAT YOU WILL BRING:

Required Education
• High school diploma or equivalent.

Required Training
• Successful completion of the TRS Benefit Counseling training program and new hire probation period.

Office Visit Counselor Associate Required Experience
• One (1) year of full-time experience in a call center, contact center, or customer service position 
• Navigating and using computer systems and applications such as Microsoft Office and virtual meeting software.
• Experience conducting in-person interviews, counseling sessions, or customer service regarding client or customer benefits programs.
• Experience may be concurrent.
• Preferred education may substitute for the required experience above.

Office Visit Counselor Required Experience:
• Two (2) years of full-time experience in a call center, contact center, or customer service position. ,  
• Preferred education may substitute up to one (1) year for the required experience above.
• One (1) year as a TRS Benefit Counselor or a TRS position requiring the interpretation and explanation of agency laws, rules, policies, and procedures.
• Navigating and using computer systems and applications such as Microsoft Office and virtual meeting software 
• Experience conducting in-person interviews, counseling sessions, or customer service regarding client or customer benefits programs.
• Experience conducting presentations to medium or large groups of adults.
• Experience may be concurrent

Required Registration, Certification, Licensure
• None.

Preferred Qualifications
• Associate’s or Bachelor’s degree from an accredited college or university.
• Experience with 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: Spanish

Knowledge of
• Public speaking and presentation delivery methods, principles, practices, and techniques.
• General health insurance terminology and definitions.
• Pension benefits and State of Texas rules, laws, policies, and procedures.

Skill in
• Interpreting 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 with a high degree of accuracy.
• Analyzing problems and devising effective solutions.
• Navigating and using computer systems and presentation equipment and applications such as Microsoft Office and virtual meeting software.
• Effectively explaining complex information clearly and concisely.
• Providing quality customer service.
• Developing presentation materials and delivering presentations and workshops.