MEMBER SERVICES REPRESENTATIVE

State of Illinois•Springfield, IL

12d•$48,895 - $76,276•Onsite

About The Position

The Teachers’ Retirement System of the State of Illinois (TRS) is one of the largest public pension systems in the United States. We provide retirement, disability and survivor benefits to teachers, administrators and other public-school personnel employed outside the city of Chicago. TRS serves over 456,000 members and manages a multi-billion-dollar investment portfolio for the exclusive benefit of the membership. TRS is an agency of the State of Illinois governed by a Board of Trustees. Full-and part-time employees are eligible for the State of Illinois comprehensive benefits program which includes medical, dental and vision coverage. All employees hired after August 17, 2001 participate in the TRS retirement pension plan. Employees also have the option to contribute to additional State of Illinois deferred compensation plans. The TRS pension plan is a participating reciprocal system under the Illinois Pension Code Retirement Systems Reciprocal Act. Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger—something that touches the lives of every person who calls Illinois home. No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.

Requirements

An associate degree in math, statistics, accounting or education.
One (1) year of work experience in a customer service environment OR four (4) years of above work experience in lieu of a degree.
Excellent oral and written communication and interpersonal skills are required.
Above average mathematical skills are required.

Nice To Haves

Knowledge of public pension benefits is a plus.

Responsibilities

Receiving inquiries by telephone from members, annuitants and others regarding TRS benefits.
Accurately responding to a large volume of inquiries while maintaining quality service.
Maintaining basic knowledge of the Illinois Retirement Systems Reciprocal Act and calculate reciprocal retirement benefit estimates for at least one reciprocal system.
Responding to telephone inquiries regarding technical questions concerning eligibility, retirement, survivor and disability benefits, Web access, Social Security issues, pension stability and insurance benefits.
Conducting personalized retirement interviews.
Making address changes and documenting records that need research.
Providing accurate information to TRS contributing members, annuitants and staff regarding provisions of the Illinois Pension Code and the Illinois Retirement Systems Reciprocal Act.
Maintaining an understanding and the ability to explain various statements produced by TRS, Central Management Services or the Illinois Comptroller’s Office.
Maintaining a working knowledge of the various TRS forms used for processing benefits (BD’s, retirement applications, optional service forms, refund applications, single-sum applications and health insurance forms).
Providing courteous, accurate, and prompt service, and presenting a professional and positive image of the System when interacting with members, co-workers and external contacts.
Correctly logging into the Call Center phone system and being available to receive telephone inquiries regarding TRS benefits at the start of the assigned work shift.
Correctly logging out of the Call Center phone system during breaks, meetings, lunch breaks and at the end of the assigned work shift.
Responding, analyzing or recommending solutions to inquiries in accordance with statutory requirements, rules and procedures.
Documenting the calls and actions into the STAR system.
Initiating requests for income verification letters, specialized forms and complex issues requiring Call Center Manager resolution, according to the established procedures in an accurate and timely manner.
Initiating various claims such as age retirement annuities, single-sum retirements, death, refunds and disability claims.
Accurately scheduling appointments for both the Springfield and Lisle offices according to approved procedures.
Providing Web assistance to members enrolling in the TRS Member Account Access and helping members when problems occur with their accounts.
Retrieving and inputting the necessary data to calculate age annuity, reversionary and single sum benefit estimates in STAR.
Developing satisfactory knowledge of reciprocal retirement systems.
Applying the skill set to initiate research, analyze and generate accurate reciprocal retirement estimates in STAR using the verified service credit of the chosen system.
Performing voice mail call backs, as assigned.
Suggesting and participating in implementing initiatives to improve customer service and call center effectiveness.
Performing other duties as required or assigned.