Office Visit Counselor Associate

2 weeks ago

Austin, Texas, United States Teacher Retirement System of Texas Full time
Job Title: Office Visit Counselor Associate

We are seeking a highly skilled and motivated Office Visit Counselor Associate to join our team at the Teacher Retirement System of Texas (TRS). As a key member of our Benefits Services Division, you will play a critical role in providing exceptional service to our valued members.

Job Summary:

The Office Visit Counselor Associate will be responsible for counseling members and providing assistance to school district officials regarding the full range of TRS benefit options. This includes explaining benefit options, eligibility requirements, and limitations, as well as providing general information and referral services on related benefit programs such as Social Security and Medicare.

Key Responsibilities:
  • Participate in the TRS Benefit Counselor training program
  • Counsel members and provide assistance to school district officials regarding TRS benefit options
  • Explain benefit options, eligibility requirements, and limitations
  • Provide general information and referral services on related benefit programs
  • Respond to and resolve telephone and in-person inquiries and complaints accurately and efficiently
  • Assist 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
  • Determine and explain benefit options and the taxes associated with those options
  • Determine, recommend, and/or implement appropriate actions necessary to resolve issues and process member requests
  • Interpret and explain TRS and other applicable laws, rules, regulations, policies, procedures, processes, and forms
  • Receive and process requests for informational booklets and forms
  • Perform Telephone Counseling duties, including taking member phone calls and responding to secure messages and chat as required
  • Document and maintain member records by updating information into the computer database, including collecting and recording accurate notes for member files
Requirements:
  • High school graduation or GED
  • 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
Preferred Qualifications:
  • Associate's or Bachelor's degree from an accredited college or university
  • Experience in Health Insurance or Retirement
  • Experience conducting detailed presentations to medium to large size groups of adults
  • Experience communicating using web chat software
  • Bilingual in English and Spanish
Knowledge and Skills:
  • TRS benefit programs
  • Public speaking and presentation delivery methods, principles, practices, and techniques
  • Modern office practices and equipment
  • Interpreting, explaining, and applying complex laws, regulations, policies, and procedures
  • Planning, organizing, and prioritizing work assignments to manage a high-volume workload in a fast-paced and changing environment
  • Analyzing problems and devising effective solutions
  • Using a computer in a Microsoft Windows environment with word processing, spreadsheet, and other business software
  • Effective written and verbal communications, including telephone communication and active listening skills
  • Using presentation equipment, including lap-top computers and projectors
  • Using presentation software, including Microsoft PowerPoint
  • Efficiently and accurately documenting information into various computer systems
  • Providing quality customer service
Ability to:
  • Work occasional overtime, weekends, or extended hours as needed to manage team workload
  • Work with computers and basic Microsoft Office programs, learn new and existing agency software, and navigate internet and internet-based programs
  • Establish and maintain harmonious working relationships with co-workers, agency staff, TRS members, school district officials, and other contacts
  • Work effectively in a professional team environment

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