Telephone Counselor Associate - Remote (Texas Residents)

WHO WE ARE:

In the Benefits Services Division, we cultivate connection with our 1. 9 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 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 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 100% remote work-from-home Telephone Counselor Associates for candidates that reside in Austin, Houston, and throughout Texas. 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. 

 Our Telephone Counselor Associates participate in a formal classroom training program and then spend time with an on-the-job training (OJT) coach before answering phone calls on their own. Telephone Counselor Associates answer questions for TRS participants regarding their benefit programs. 

 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 start times after training is complete may range between 7:00 AM (CST) and 9:00 AM (CST), based on business need.

 As part of the interview process, selected applicants will be asked to complete a pre-interview assessment along with a short video interview. The assessment and link to the interview will be emailed to the applicant. Instructions for each will be included in separate emails. 

 Successful candidates will start employment with TRS effective September 1, 2023 and must report to our Austin office that day for New Employee Orientation. 

 ***Candidates must reside in Texas to be considered for this position.

WHAT YOU WILL DO:

• Actively participate in the TRS Benefit Counseling training program, consisting of six weeks of classroom and approximately 12 weeks of on-the-job training.
• Handle phone calls from members regarding the full range of TRS benefit options.
• Explain benefit options, including eligibility requirements and limitations.
• Determines and explains benefit options and associated taxes.
• 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.
• Provide general information and referral services for related benefit programs, such as Social Security and Medicare.
• Respond to and resolve telephone inquiries and complaints.
• Recommend and execute appropriate actions to resolve issues and process member requests.
• Interpret and explain TRS rules, laws, policies, procedures, forms, and other applicable regulations.
• Performs other related work as assigned.

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.

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
• Preferred education may substitute for the required experience above.

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:
• 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 applications such as Microsoft Office and virtual meeting software
• Effectively explaining complex information clearly and concisely.
• Providing quality customer service.

Salary : $44,100 - $51,000