Telephone Counselor Associate (Remote - Texas Residents)

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

4d•$48,620 - $58,228•Remote

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. Candidates must reside in Texas to be considered for this position. Successful candidates will start employment with TRS effective October 15, 2026, and must report in-person to our Austin Mueller office that day for New Employee Orientation. As part of the interview process, selected applicants will be asked to complete a pre-interview assessment along with a short video interview. The assessment and link to the interview will be emailed to the applicant. Instructions for each will be included in separate emails. If selected, final candidates must be available for an extended virtual interview and call simulation. Telephone Counselor Associates provide benefit counseling services to members and others in an on-the-job training environment and will proactively work with the Contact Center team, Pension Services staff, and agency employees. Telephone Counselor Associates participate in a formal classroom training program and spend time with an on-the-job training (OJT) coach before answering phone calls on their own. During the initial classroom training, work hours are 8:00 AM (CST) to 5:00 PM (CST), Monday through Friday. Member Services hours of operation are 7:00 AM (CST) to 6:00 PM (CST). After training, regular shifts may begin between 8:30 AM (CST) and 9:30 AM (CST), based on business needs, and include a 30-minute lunch. Closing requires handling calls remaining in queue after 6:00 PM (CST).

Requirements

High school diploma or GED.
One (1) year of full-time experience in a call center, contact center, banking, accounting, claims processing, benefit processing, 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.

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, completing detailed work accurately.
Skill in analyzing problems and devising effective solutions.
Skill in using a computer in a Microsoft Windows environment with word processing, SharePoint, and other business software.
Skill in 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.
Ability to provide member support by telephone and written channels, including secure messages, for prolonged periods, in a high-volume contact center environment.
Ability to establish and maintain harmonious working relationships with co-workers, agency staff, TRS members, school district officials, and other contacts and work effectively in a professional team environment.
Ability to work occasional overtime, weekends, or extended hours as needed to manage the team workload.

Responsibilities

Participates in the TRS Benefit Counseling training program.
Counsels members and assists 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.
Resolves and responds to telephone inquiries and complaints.
May research and resolve complaints and problems regarding service and disability requirements, projected benefits, health benefits, refunds, death benefits, purchase of special services, post retirements, district reporting requirements, agency forms, and other issues.
Determines and explains benefit options and associated taxes.
Determines, recommends, and implements appropriate actions to resolve issues and process member requests, including informing and making recommendations to members and school district officials on necessary measures.
Interprets and explains applicable TRS rules, regulations, policies, procedures, processes, and forms.
Receives and processes requests for informational booklets and forms.
Documents and maintains member records by updating information into the computer database, including collecting and recording accurate notes for member files.
Performs related work as assigned.