Member Service Center Analyst

City of Maypearl; Austin, Northern (TX, KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Paid holidays

Modern office space

Generous leave program

Remote work opportunities

Job summary

TMRS is seeking a Member Service Center Analyst to join our team in Austin. You will answer inbound calls from over 270,000 members and retirees, explain retirement benefit options, review accounts, and provide online access support.

The role emphasizes clear communication, accuracy, and adherence to procedures while helping members navigate benefits, eligibility rules, and beneficiary processes; strong customer service acumen is essential.

Qualifications

• Requires high school diploma; associate or bachelor's degree preferred.
• Excellent customer service acumen and strong communication.
• Experience handling high call volumes and following SOPs.
• Ability to review documentation and apply laws, regulations, rules and policies.
• Proficiency with Microsoft Office.

Responsibilities

• Provide exceptional member support via inbound calls.
• Explain TMRS plan provisions and retirement options.
• Process requests for retirement estimates and beneficiary updates.
• Troubleshoot online/app user issues and login problems.
• Document call outcomes and maintain caller identity safeguards.
• Meet quality assurance and member satisfaction targets.

Skills

Excellent customer service

Communication skills

Attention to detail

Problem solving

High call volume handling

Process adherence

Regulatory/document review

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

Microsoft Office Suite

Job description

TMRS Overview

The Texas Municipal Retirement System (TMRS) is a statewide public retirement system established in 1948 to provide retirement, disability and death benefits to employees and retirees of participating Texas cities. TMRS manages more than $40 billion in assets for more than 940 Texas cities. TMRS offers competitive compensation with medical, dental and vision insurance provided at no cost for employees, twelve paid holidays, modern and centrally located office space, a generous leave program, potential for remote work opportunities, and membership in TMRS' pension plan.

Job Summary

Member Service Center Analysts report to the Member Service Center Manager and Director of City and Member Services. The Analyst delivers exceptional customer support by answering inbound telephone calls that explain retirement benefit options, review member accounts, process requests for benefit information, and provide technical support for online Member access. Calls come directly from our over 270,000 Members and retirees.

Duties/Responsibilities

• Provide exceptional member support and response to caller information and detailed requests.
• Uphold TMRS Member Service Center standards related to courtesy, responsiveness, call handling, accuracy, and professionalism.
• Provide clear, accurate explanations of TMRS plan provisions, retirement options, service credit rules and beneficiary processes during inbound calls. Generate in-depth analysis of members' future benefit options.
• Answer complex questions and provide detailed information on benefits, eligibility, taxes or penalties, applications and other related benefit information.
• Process requests for retirement estimates, withdrawal information, beneficiary updates, and other Member account changes.
• Troubleshoot online/ app users' tech issues varying from login/ registration challenges to detailed explanation and analysis of calculations.
• Document call outcomes, actions taken, and followup items through various means and systems while validating caller identity to keep member information safe and secure.
• Uphold TMRS servicecenter standards related to courtesy, responsiveness, call handling, volume, accuracy and professionalism.
• Meet or exceed performance Quality Assurance expectations related to quality scores and Member satisfaction metrics.
• Provide written and verbal confirmation of retiree benefit payments.

Qualifications

• High school diploma required; associate or bachelor's degree preferred
• Excellent customer service acumen
• Strong written and verbal communication skills
• Understanding of Microsoft Office suite
• Ability to handle high call volume environment
• Process driven with the ability to follow standard operating procedures
• Attention to detail
• Problem-solving skills
• Skill in reviewing documentation and properly applying laws, regulations, rules, and policies
• Preferred Qualification: Two years related experience preferably in a call center, pension, benefit administration or retirement related work

Physical Requirements

Sedentary work: Exerting up to 10lbs of force. Ability to safely and successfully perform the essential job functions consistent with federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.