Benefits Counselor

State of Illinois • Springfield, WA

1d • Onsite

About The Position

The Benefits Counselor provides factual information and guidance to members of the Teachers’ Retirement System of the State of Illinois (TRS) regarding benefits, eligibility, and retirement options. Under the supervision of the Benefits Counseling Manager/Lisle Office Manager, the counselor serves contributing members, annuitants, and staff through teleconferences, in-office counseling sessions, field conferences, correspondence, and group presentations. The role explains the consequences of different retirement scenarios under the Illinois Pension Code and the Illinois Retirement Systems Reciprocal Act, and requires knowledge of TRS benefits, forms, statements, and insurance programs. Travel and evening work are required, and the incumbent must have a valid driver’s license.

The counselor analyzes member inquiries and data, calculates benefit estimates, initiates claims, assists with member account access, and supports call-center operations. The position also involves preparing and delivering presentations, documenting calls, scheduling appointments, reviewing manual calculations, and helping train staff. The counselor is expected to provide courteous, accurate, and prompt service; communicate complex calculations and concepts clearly; and handle sensitive or challenging member situations professionally.

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 progressive responsibility in a related business or education field.
• Working knowledge of the Illinois Pension Code and Administrative Rules.
• Ability to maintain an understanding of and explain statements produced by TRS, Central Management Services, and the Office of the Comptroller.
• Comprehensive knowledge of benefits available through the Teachers' Retirement Insurance Program (TRIP) and the State of Illinois group insurance plan.
• 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 present a professional, positive image.
• Ability to analyze and interpret data and complex statistical data.
• Ability to manage time and set priorities.
• Valid driver’s license.
• Ability to travel and work evenings.

Nice To Haves

• Preferred experience with pensions, benefits, and/or employee relations.

Responsibilities

• Maintain an understanding of statutory requirements, rules, and procedures governing 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 calculation and benefit information for members through teleconferences, individual conferences, and correspondence.
• Conduct individual field conferences and teleconferences, as well as counseling sessions by telephone, video, or in-office.
• Deliver oral presentations at member meetings about TRS benefits and new legislation, and adapt standard presentations to different member groups.
• Respond to member emails according to standard procedures.
• Analyze inquiries, recommend solutions, and 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.
• Provide web assistance to members enrolling in TRS Member Account Access and help 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 voicemail callbacks as assigned.
• Suggest and participate in initiatives to improve Counseling Services effectiveness and member service.
• Perform other duties as required or assigned.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• TRS retirement pension plan for employees hired after August 17, 2001
• Option to contribute to additional State of Illinois deferred compensation plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level