Teacher Retirement System of Texas Benefit Counselor Trainee in Austin, Texas

GENERAL DESCRIPTION

Teacher Retirement System of Texas is hiring 16 Telephone Benefit Counselors in downtown Austin. We offer a comprehensive benefits package with a pension, summer-causal dress code, and paid training. If you have the skill set and the passion to serve our members, come apply!

Out Benefit Counselor Trainees work in an on-the-job training environment providing benefit counseling services to members and other regarding TRS benefit programs. Successful candidates will be hired effective June 11, 2018 and participate in a formal training program, including spending time with a training coach prior to answering member calls on their own.

During the initial 3-week training program, hours are 8:00 am - 5:00 pm, M-F. After training is completed, regular shifts can be anywhere from 7:00 am to 6:00 pm, M-F.

As part of the interview process, selected applicants will be asked to complete a pre-interview assessment along with a video interview. The assessment and link to the interview will be emailed out to the applicant. Instructions will be included with the separate links. Final candidates must be available for an extended interview on Saturday, May 19, 2018, if selected.

State Classification: (2913/RSBSIII/B16/Non-exempt)

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

Benefit Counseling

  • Actively participates in the TRS Benefit Counseling training program.
  • Counsels members and provides assistance to school district officials regarding the full range of TRS benefit options.
  • Explains benefit options, including eligibility requirements and limitations and provides general information and referral services on related benefit programs such as Social Security and Medicare.
  • Efficiently and accurately responds to and resolves telephone inquiries and complaints.
  • Assists with researching and resolving complaints and problems regarding service and disability requirements, projected benefits, health benefits, refunds, death benefits, purchase of special services, post retirements, district reporting requirements, agency forms and other issues.
  • Determines and explains benefit options and taxes associated with those options.
  • Determines, recommends and/or implements appropriate actions necessary to resolve issues and process member requests, including informing and/or making recommendations to members and school district officials on necessary actions.
  • Interprets and explains TRS and other applicable rules, regulations, policies, procedures, processes and forms.
  • Receives and processes requests for informational booklets and forms.
  • Performs related work as assigned. MINIMUM QUALIFICATION REQUIREMENTS/LICENSES AND CERTIFICATIONS

Education:

  • High school diploma or equivalent. Training

  • Required to successfully complete the TRS Benefit Counseling training program and new hire probation period. Experience:

  • One (1) year of full-time experience in banking, accounting, claims processing, benefit processing, call or contact center, or other customer service related experience involving interpreting, applying, and communicating complex laws, regulations and policies.

  • Preferred education may substitute for the required experience. Registration, Certification, or Licensure:

  • None. Preferred Qualifications

  • Associate's or Bachelor's degree from an accredited college or university.

  • One (1) year of experience in a call center environment requiring the interpretation and explanation of complex program laws, rules, policies, and procedures.
  • Experience communicating using web chat software.
  • Bilingual in English and Spanish. Veterans / Military Crosswalk:

TRS is committed to maintaining a veteran-friendly workplace and attracting, developing and retaining military service members as employees. To assist in determining whether your military experience may relate to the minimum qualifications for this position, Military Occupational Specialty (MOS) codes from each branch of the armed forces have been assigned to each state classification title where applicable.

Depending upon actual duties, the following fields may pertain to the minimum qualifications of this position. Candidates who meet the minimum qualifications for this position are highly encouraged to apply.

This position may correspond to veterans, reservists, or guardsmen with an MOS or additional duties within the fields of:

  • U.S. Army – Enlisted: 15P, 36B, 42A, 56M, 68J, 88H, 88N, 89A, 89B, 92A, 92Y. Officer: No Military Equivalent.
  • U.S. Navy – Enlisted: AZ, LS, MC, PS, RP, SN, YN. Officer: 641X, 741X.
  • U.S. Coast Guard – Enlisted: YN, 360. Officer: 018.
  • U.S. Marine Corps – Enlisted: 0100, 0111, 6046. Officer: 0102, 0170, 4430.
  • U.S. Air Force – Enlisted: 3A1X1, 8A200. Officer: No Military Equivalent. Please contact the TRS Human Resources Department or the TRS Veterans Liaison with questions or for additional information.

Additional Military Crosswalk information can be found at: http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx

KNOWLEDGE SKILLS AND ABILITIES/PHYSICAL REQUIREMENTS

Knowledge of:

  • TRS benefit programs.
  • Modern office practices and equipment. Skill in:

  • Interpreting, explaining, 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; and completing detailed work with a high degree of accuracy.
  • Analyzing problems and devising effective solutions.
  • Using a computer in a Microsoft Windows environment with word processing, spreadsheet, and other business software.
  • Effective written and verbal communications, including telephone communication and active listening skills.
  • Building relationships with members through acknowledgement, compassion, and empathy.
  • Handling diverse, difficult, and challenging members and member scenarios.
  • Providing quality customer service by committing to excellence and focusing on member and member experience Ability to:

  • Work occasional overtime, weekends, or extended hours as needed to manage team workload.

  • Establish and maintain harmonious working relationships with co-workers, agency staff, TRS members, school district officials, and other contacts.
  • Recognize and comply with performance standards for work quality, work efficiency, attendance, and schedule adherence.
  • Work effectively in a professional team environment. Physical Requirements and/or Working Conditions Work is performed in a standard office environment and requires:

  • normal cognitive abilities including the ability to learn, recall, and apply certain practices and policies;

  • marginal or corrected visual and auditory requirements;
  • constant use of personal and lap-top computers, projectors, copiers, printers, and telephones;
  • the ability to move about the office to access file cabinets and office machinery;
  • frequent sitting and/or remaining in a stationary position; and
  • the ability to work under deadlines, as a team member, and in direct contact with others. ?Workforce Expectations Must be able to:

  • regularly, reliably, and punctually attend work;

  • work extended hours as necessary;
  • travel occasionally for work assignments and trainings;
  • show flexibility and adaptability toward changes in assignments and work schedules;
  • adhere to the agency's internal management policies and procedures; and
  • exhibit work behaviors consistent with agency core values.

Salary: $2,909.83 - $3,400.00 Monthly

Location: Austin, TX

Job Type: Full-Time

Department: BENEFIT SERVICES

Job Number: 18-000097

Closing: 4/29/2018 11:00 PM Central

Agency: Teacher Retirement System of Texas

Address: 1000 Red River Street Austin, Texas, 78701

Phone: 512-542-6557

Website: http://www.trs.texas.gov