Member Services Representative I

State of Oklahoma•Oklahoma City, OK

9d•Onsite

About The Position

The Information Center Department is an integral part of the Teachers’ Retirement System of Oklahoma’s (TRS) Member Services Division. Member Services Representatives act as the primary point of contact, delivering essential retirement and benefit information to clients, addressing inquiries, and performing routine account maintenance. Their responsibilities encompass interpreting complex benefit rules, assisting members with online tools, and ensuring accurate record-keeping. Working under the direction of the Information Center Manager, these representatives handle a diverse range of tasks with varying complexity, contributing significantly to the department's operational efficiency and the overall member experience.

Requirements

Associate’s degree OR two years of experience in customer service, a call center environment, benefits administration, technical bookkeeping, accounting, auditing, claims adjusting, eligibility determination or reviewing and analyzing requests for determination of retirement benefits or other related benefits OR an equivalent combination of education and experience, substituting 30 semester hours of college for each year of required experience. (If no college, 2 years of qualifying experience).
Excellent customer service and communication skills.
Knowledge of basic office procedures and equipment, including multi-functional copiers
Medium to high skill level in Microsoft 365 suite; Comfortable using online applications, databases, and software.
Skill in arithmetic reasoning and able to perform basic to complex calculations.
Ability to apply policies and procedures to complex problems based on laws, rules and regulations.
Ability to follow basic to complex oral and written instructions in detail and with accuracy.
Ability to prepare, understand and interpret written materials.
Ability to adapt and solve problems when completing tasks and projects.
Detail-oriented, organized, self-motivated, and committed to continuous improvement in the workplace.
Ability to establish and maintain effective working relationships with others; work as part of a team.
Ability to prioritize work and adapt to workload changes.
Familiarity with the principles and practices of cross training, coaching, mentoring and transferring knowledge of benefit calculations to other staff members.
Ability to apply policies and procedures to complex problems based on laws, rules and regulations.

Nice To Haves

Experience in a call center
Knowledge in understanding and applying laws and rules
Fluency in Spanish

Responsibilities

Utilize pension administration system software, automated call distribution systems and other applications to perform regular duties.
Provide customer service and benefit-related assistance through phone, email, walk-ins, and written correspondence.
Maintain accurate records of member interactions and collect information across all communication channels.
Identify client needs and communicate general and semi-complex benefit information verbally and in writing.
Review and verify member records and documents for completion and accuracy.
Review basic to semi-complex estimates.
Assist members with online tools and resources.
Utilize performance metrics and data analysis to identify trends, support decision-making, and recommend process improvements.
Maintain current knowledge of benefits, administrative codes, and statutes, and apply this knowledge effectively.
Provide guidance on transfer of service requests to and from applicable state retirement plans.
Conduct consultation as assigned.
Complete administrative tasks such as mailing information packets and scheduling appointments.
Collaborate in policy updates, participate in system testing, and contribute to internal training initiatives.
Advise manager of discrepancies, errors or unusual activity in accounts.
Other tasks as assigned.