Telephone Counselor Associate (Remote-Texas Residents)

Teacher Retirement System of Texas (TRS)

2d•$48,620 - $58,228•Remote

About The Position

Telephone Counselor Associates provide benefit counseling services to members and others in an on-the-job training environment, working proactively with the Contact Center team, Pension Services staff, and agency employees. Successful candidates participate in a paid virtual classroom training program that includes on-the-job training with a coach. During virtual classroom training, hours are 8:00 AM to 5:00 PM Central Time, Monday through Friday. After training, regular shift start times range between 8:30 AM and 9:30 AM Central Time based on business need, with a 30-minute lunch. Candidates must reside in Texas and must report in person to New Employee Orientation at a TRS office in Austin or El Paso, Texas, on January 4, 2027. The role counsels members and assists school district officials with the full range of TRS benefit options. It involves explaining eligibility requirements, limitations, associated taxes, applicable rules and procedures, and providing general information and referrals about related programs such as Social Security and Medicare. The associate responds to telephone inquiries and complaints, researches and resolves issues, processes member requests, and maintains accurate member records in computer databases. The hiring process may include a pre-interview assessment, an on-demand video interview, an additional assessment, an extended virtual live interview, and a call simulation.

Requirements

High school diploma or GED; education and experience may substitute for one another.
One year of full-time experience in a call center, contact center, banking, accounting, claims processing, benefit processing, or other customer service-related work involving interpreting, applying, and communicating complex laws, regulations, and policies.
Ability to navigate and use computer systems and applications, such as Microsoft Office and virtual meeting software.
Ability to provide telephone and written-channel support, including secure messages, for prolonged periods in a high-volume contact center environment.
Ability to establish and maintain harmonious working relationships with coworkers, agency staff, TRS members, school district officials, and other contacts, and to work effectively in a professional team environment.
Ability to work occasional overtime, weekends, or extended hours as needed to manage team workload.
Must reside in Texas.
Must report in person to New Employee Orientation at a TRS office in Austin or El Paso, Texas, on January 4, 2027.

Nice To Haves

Associate’s or Bachelor’s degree from an accredited college or university.
Experience interpreting, applying, and communicating complex laws, regulations, policies, and procedures.
Experience providing in-person customer service in financial services, pension benefits, or health insurance.
Experience with claims processing or benefits processing.
Bilingual in English and Spanish.
Knowledge of TRS benefit programs.
Knowledge of modern office practices, systems, and equipment.
Skill in interpreting, explaining, and applying complex laws, regulations, policies, and procedures.
Skill in planning, organizing, and prioritizing work assignments to manage a high-volume workload in a fast-paced and changing environment while completing detailed work accurately.
Skill in analyzing problems and devising effective solutions.
Skill using a computer in a Microsoft Windows environment with word processing, SharePoint, and other business software.
Effective written and verbal communication, including telephone communication and active listening skills.
Skill in providing quality customer service.
Skill in efficiently and accurately documenting information into various computer systems.

Responsibilities

Participate in the TRS Benefit Counseling training program.
Counsel members and assist school district officials regarding the full range of TRS benefit options.
Explain benefit options, eligibility requirements, limitations, and associated taxes, and provide general information and referral services about related programs such as Social Security and Medicare.
Resolve and respond to telephone inquiries and complaints.
Research and resolve issues concerning service and disability requirements, projected benefits, health benefits, refunds, death benefits, purchase of special services, post-retirements, district reporting requirements, agency forms, and other matters.
Determine, recommend, and implement appropriate actions to resolve issues and process member requests, including informing and making recommendations to members and school district officials on necessary measures.
Interpret and explain applicable TRS rules, regulations, policies, procedures, processes, and forms.
Receive and process requests for informational booklets and forms.
Update member information in computer databases and maintain records, including collecting and recording accurate notes for member files.
Perform related work as assigned.