Office Visit Counselor Associate

Teacher Retirement System of Texas (TRS)•Austin, TX

1d•$51,465 - $61,634•Onsite

About The Position

In the Pension Services Division, we cultivate connection with our more than 2 million valued members by striving for excellence through counseling and administering benefits for retirees, active members, and employers. It is our goal to ensure our members have personalized service for pension benefits every day. Joining our fast-paced team you’ll have the opportunity to create meaningful experiences by learning the ins and outs of our business alongside a committed and collaborative community. Through coaching and mentorship, you’ll gain the skills you need to achieve your career goals at TRS while earning member trust and making a positive impact in their lives. The Office Visit Counselor Associate is responsible for providing benefit counseling services regarding TRS benefit programs. After successful completion of TRS Pension Services Foundational training and on-the-job training programs, the incumbent will counsel TRS members over TRS benefit programs via group presentations, in-person meetings, and telephone communications, coordinate meeting logistics, and research member records. This position will proactively work with the Office Visit Counselor team, Contact Center team, Pension Services staff, and agency employees. Do you have a favorite teacher that made a positive difference in your life? Build a career that supports the dedicated public-school employees serving Texas communities every day. Join an organization recognized as a “Top Place to Work”, while gaining access to a comprehensive benefits package and the opportunity to save for retirement with a trusted pension. TRS invests in new employees’ career development with paid Foundational classroom training and on-the-job training. If you are passionate about delivering exceptional, in-person customer service and want to make a meaningful impact, the Teacher Retirement System of Texas (TRS) could be the place for you! We are hiring Office Visit Counselor Associates for our Austin headquarters. Office Visit Counselor Associates assist TRS members by explaining benefits and assisting with their retirement accounts in-person, in virtual meetings, in large group presentations, by phone, email and chats. They coordinate meeting logistics and research member records. They collaborate with other Office Visit Counselors, the Contact Center, Account Services and other TRS departments as needed. Bilingual skills are helpful but not required. Training and Regular Schedule: Onsite at our Austin location. Monday – Friday; 8am – 5pm (cst) with occasional travel and mandatory overtime when business need dictates. Application Process: • Apply early and save a copy of this job posting. • Selected applicants are emailed requests to complete items such as a pre-interview assessment and a recorded screening interview. Applicants that continue forward are required to showcase their presentation skills at an in-person panel interview. • Selected candidates are anticipated to start employment with TRS on Jan 04, 2027 The Office Visit Counselor Associate is responsible for participating in on-the-job training for Pension Services. The incumbent will provide benefit counseling services to members regarding all TRS benefit programs, and research member records. This position will proactively work with the Office Visit Counselor team, Pension Services staff, and agency employees.

Requirements

High school graduation or GED.
Education and experience may substitute for one another.
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.
Navigating and using computer systems and applications, such as Microsoft Office and virtual meeting software.
Experience conducting detailed presentations to groups of adults.

Nice To Haves

Associate’s or Bachelor’s degree from an accredited college or university.
Experience in Health Insurance or Retirement.
Experience conducting in-person interviews and/or counseling sessions or in providing in-person customer service regarding client or customer benefits.
Experience communicating using web chat software.
Bilingual in English and Spanish.
Knowledge of: TRS benefit programs.
Knowledge of: Public speaking and presentation delivery methods, principles, practices, and techniques.
Knowledge of: Modern office practices and equipment.
Skills in: Interpreting, explaining, and applying complex laws, regulations, policies, and procedures.
Skills in: 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.
Skills in: Analyzing problems and devising effective solutions.
Skills in: Using a computer in a Microsoft Windows environment with word processing, spreadsheet, and other business software.
Skills in: Effective written and verbal communications, including telephone communication and active listening skills.
Skills in: Using presentation equipment, including lap-top computers and projectors.
Skills in: Using presentation software, including Microsoft PowerPoint.
Skills in: Efficiently and accurately documenting information into various computer systems.
Skills in: Providing quality customer service.
Ability to: Work occasional overtime, weekends, or extended hours as needed to manage team workload.
Ability to: Work with computers and basic Microsoft Office programs, learn new and existing agency software, and navigate internet and internet-based programs.
Ability to: Establish and maintain harmonious working relationships with co-workers, agency staff, TRS members, school district officials, and other contacts.
Ability to: Work effectively in a professional team environment.

Responsibilities

Participates in the TRS Pension Services foundational 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.
Assists with researching and resolving complaints and problems regarding service and disability requirements, projected benefits, health insurance, refunds, death benefits, purchase of special services, post retirements, district reporting requirements, agency forms and other issues.
Determines and explains benefit options and the taxes associated with those options.
Determines, recommends, and/or implements appropriate actions necessary to resolve issues and process member requests, including advising members and school district officials on necessary actions.
Interprets and explains TRS and other applicable laws, rules, regulations, policies, procedures, processes and forms.
Receives and processes requests for informational booklets and forms.
Performs Telephone Counseling duties including but not limited to taking member phone calls and responding to secure messages and chat as required when not performing Office Visit Counseling related functions.
Documents and maintains member records by updating information into the computer database, including collecting and recording accurate notes for member files.
Participates in the Office Visit Counseling presentation training.
Conducts group presentations, including workshops, seminars, and question and answer sessions to educate groups of members and school district officials regarding TRS benefits.
Coordinates meeting logistics, such as set-up of audio/visual and computer equipment, handouts, and other presentation materials.
Delivers on-site information and counseling to workshop and seminar participants.
May assist in the development of workshop and seminar presentations and materials.
Researches and analyzes situations to identify causes of problems and determine appropriate resolutions.
Confers with Benefit Processing, Legal, Accounting, and other TRS staff and performs detailed research and analysis of member records via Imaging.
Performs related work as assigned.