Member Services Representative I

okgov; United States; On-site; USD 29,000 - 36,000; Full time

Job summary

The Information Center at the Teachers' Retirement System of Oklahoma is seeking a Member Services Representative I to serve as the primary contact for retirees and members, delivering retirement and benefit information and handling routine account maintenance.

Under the supervision of the Information Center Manager, you will interpret complex benefit rules, assist members with online tools, verify records, and respond to inquiries, contributing to accurate record-keeping and a positive member

Qualifications

• Associate's degree or equivalent experience in a related field.
• Excellent customer service and communication skills.
• Proficient in Microsoft 365 and online applications.
• Detail oriented, organized, and able to follow instructions.

Responsibilities

• Operate pension software and call distribution systems.
• Provide customer service via phone, email, walk-ins.
• Maintain accurate member records across communication channels.
• Explain benefits and verify documentation.
• Identify trends and suggest process improvements.

Skills

Customer service

Communication

Microsoft 365

Arithmetic reasoning

Problem solving

Attention to detail

Adaptability

Data entry

Education

Associate's degree

Call center experience

Tools

Pension administration system

Automated call distribution

Online tools

Job description

Member Services Representative I

Agency: 715 TEACHERS RETIREMENT SYSTEM

Supervisory Organization: Teachers' Retirement System

Job Posting End Date: Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time: Full time

Job Type: Regular

Compensation: Up to $56,300 based on education and experience.

Job Description

Position Summary

The Information Center Department is an integral part of the Teachers' Retirement System of Oklahoma's (TRS) Member Services Division. Member Services Representatives act as the primary point of contact, delivering essential retirement and benefit information to clients, addressing inquiries, and performing routine account maintenance. Their responsibilities encompass interpreting complex benefit rules, assisting members with online tools, and ensuring accurate record-keeping. Working under the direction of the Information Center Manager, these representatives handle a diverse range of tasks with varying complexity, contributing significantly to the department's operational efficiency and the overall member experience.

Interview Process

Qualified applicants may be contacted for a screening interview. Candidates who advance may complete a written assessment and in-person interview. Meeting the minimum qualifications does not guarantee advancement.

Typical Functions

The following list includes the essential duties for this position but is neither all-inclusive nor restrictive. Assigned duties will be modified based on operational needs.

• Utilize pension administration system software, automated call distribution systems and other applications to perform regular duties.
• Provide customer service and benefit-related assistance through phone, email, walk-ins, and written correspondence.
• Maintain accurate records of member interactions and collect information across all communication channels.
• Identify client needs and communicate general and semi-complex benefit information verbally and in writing.
• Review and verify member records and documents for completion and accuracy.
• Review basic to semi-complex estimates.
• Assist members with online tools and resources.
• Utilize performance metrics and data analysis to identify trends, support decision-making, and recommend process improvements.
• Maintain current knowledge of benefits, administrative codes, and statutes, and apply this knowledge effectively.
• Provide guidance on transfer of service requests to and from applicable state retirement plans.
• Conduct consultation as assigned.
• Complete administrative tasks such as mailing information packets and scheduling appointments.
• Collaborate in policy updates, participate in system testing, and contribute to internal training initiatives.
• Advise manager of discrepancies, errors or unusual activity in accounts.
• Other tasks as assigned.

WORK SCHEDULE

This position is typically in-office Monday through Friday, 8:00 to 5:00 each week.

Level Descriptor

Employees at this level are assigned responsibilities involving entry level duties in the interpretation, explanation and application of laws, rules, regulations or procedures related to eligibility participation, benefit claims for health, dental, disability, life or vision, authorized benefit plan coverage, complaints and the actions needed to resolve problems on these inquiries. Responds to requests from any source for information concerning plan benefits or member eligibility as oral and written communication. Duties are performed under close supervision in a training status.

Minimum Qualifications

• Associate's degree OR two years of experience in a call center environment, benefits administration, technical bookkeeping, accounting, auditing, claims adjusting, eligibility determination or reviewing and analyzing requests for determination of retirement benefits or other related benefits OR an equivalent combination of education and experience, substituting 30 semester hours of college for each year of required experience. (If no college, 2 years of qualifying experience).
• Excellent customer service and communication skills.
• Knowledge of basic office procedures and equipment, including multi-functional copiers
• Medium to high skill level in Microsoft 365 suite; Comfortable using online applications, databases, and software.
• Skill in arithmetic reasoning and able to perform basic to complex calculations.
• Ability to apply policies and procedures to complex problems based on laws, rules and regulations.
• Ability to follow basic to complex oral and written instructions in detail and with accuracy.
• Ability to prepare, understand and interpret written materials.
• Ability to adapt and solve problems when completing tasks and projects.
• Detail-oriented, organized, self-motivated, and committed to continuous improvement in the workplace.
• Ability