Benefits Counselor - Lisle

Teachers Retirement System of Illinois•Lisle, IL

About The Position

The Benefits Counselor provides factual information to members of the Teachers’ Retirement System (TRS) regarding benefits and retirement options. Under the supervision of the Lisle Office Manager, the counselor assists contributing members, annuitants, and staff with eligibility, retirement options, and the consequences of different retirement scenarios under the Illinois Pension Code and the Illinois Retirement Systems Reciprocal Act. Services are delivered through teleconferences, video and in-office counseling, individual field conferences, correspondence, and group presentations. Travel and evening work are required, and the position requires a valid driver’s license. The counselor maintains knowledge of applicable statutes, administrative rules, procedures, TRS statements and forms, and benefits available through the Teachers’ Retirement Insurance Program (TRIP) and the State of Illinois group insurance plan. The role involves using Excel and computerized procedures to calculate and review benefit estimates, explain complex calculations and concepts clearly, respond to member inquiries, and handle unusual, sensitive, and challenging situations. The counselor is expected to provide courteous, accurate, and prompt service and represent TRS professionally when interacting with members, coworkers, and external contacts.

Requirements

Bachelor’s degree in math, statistics, accounting, education, business, or a related field, or five years of progressive experience in lieu of a degree.
Three years of progressively responsible experience in a related business or education field.
Working knowledge of the Illinois Pension Code and Administrative Rules.
Ability to explain statements produced by TRS, Central Management Services, and the Office of the Comptroller.
Knowledge of benefits available through TRIP and the State of Illinois group insurance plan, and working knowledge of TRS forms used to process benefits.
Excellent analytical, computational, interpersonal, and communication skills.
Ability to adjust communication style to explain complex calculations and concepts understandably.
Ability to handle unusual, sensitive, and challenging member situations.
Ability to provide courteous, accurate, and prompt service and maintain a professional, positive image.
Ability to analyze and interpret data and complex statistical data.
Ability to develop and deliver effective presentations.
Time-management and priority-setting skills.
Valid driver’s license.
Willingness to travel and work evenings.

Nice To Haves

Experience with pensions, benefits, and/or employee relations.

Responsibilities

Maintain an understanding of statutory requirements, rules, and procedures that determine retirement options and benefits.
Use Excel spreadsheets and computerized procedures to process information requests and calculate benefit estimates, including age retirement annuities, reversionary, reciprocal, and single-sum retirements.
Analyze and prepare calculations and benefit information for members through teleconferences, individual conferences, and correspondence.
Conduct individual field conferences, teleconferences, video counseling, and in-office counseling sessions.
Present TRS benefits and new legislation at member meetings, and adapt standard presentations to different groups.
Respond to member emails according to standard procedures.
Analyze inquiries, recommend solutions, or refer complex cases to the Benefits Counseling Manager according to established procedures.
Respond accurately and promptly to requests for income verification letters, publications, specialized forms, and other documents.
Assist the Call Center by responding to telephone inquiries, requests, and complaints about benefits and services.
Document calls in STAR and compose correspondence for review by another benefits counselor.
Participate in internal and external training programs to improve counseling performance.
Schedule appointments for the Springfield and Lisle offices according to approved procedures.
Initiate age retirement annuity, single-sum retirement, death, refund, and disability claims.
Help members enroll in TRS Member Account Access and resolve account problems.
Assist with training new Counseling and Call Center staff when requested.
Calculate reciprocal benefit estimates for four reciprocal systems, including entering estimates in STAR and Excel.
Review manual benefit calculations performed by MSRs and other counselors.
Perform assigned voicemail callbacks.
Suggest and participate in initiatives to improve Counseling Services effectiveness and member service.
Perform other duties as required or assigned.