Office Visit Counselor Associate

Teacher Retirement System of Texas; Austin (TX); On-site; USD 51,000 - 62,000; Full time

Benefits offered by this job

Foundational classroom training

On-the-job training

Comprehensive benefits package

Job summary

Teacher Retirement System of Texas seeks an Office Visit Counselor Associate to provide benefit counseling and conduct group presentations for TRS members and school district officials. Onsite at TRS Headquarters in Austin, you will coordinate meetings, maintain records, and deliver information in person, by phone, and virtually.

The role emphasizes accurate documentation, professional communication, and teamwork with Benefit Counseling HQ and other TRS departments.

Qualifications

• High school graduation or GED.
• 1 year of full-time experience in customer service related to interpreting and applying complex policies.
• Experience conducting detailed presentations to groups of adults.
• Proficiency with Microsoft Office and virtual meeting software.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Counsel TRS members on benefit options and processes.
• Conduct group presentations and educate school district officials on TRS benefits.
• Coordinate meeting logistics and prepare presentation materials.
• Document and maintain member records and respond to inquiries.

Skills

Public speaking

Customer service

Communication

Attention to detail

Bilingual English/Spanish

Education

High school diploma or GED

Associate’s or Bachelor’s degree preferred

Tools

Microsoft Office

PowerPoint

Virtual meeting software

Job description

Office Visit Counselor Associate

Requisition ID: req1462 Employment Type: Unclassified Regular Full-Time (URF) Division: Benefit Counseling HQ T1 Compensation: 51,465.00 - 61,634.00, Annual Salary Job Closing: 10/19/2026 at 11:59 pm CST Location: TRS Headquarters Building 1 4655 Mueller Boulevard Austin, Texas, 78723 United States

WHO WE ARE:

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.

The Office Visit Counselor Associate is responsible for providing benefit counseling services regarding TRS benefit programs. After successful completion of TRS Pension Services Foundational training and on-the-job training programs, the incumbent will counsel TRS members over TRS benefit programs via group presentations, in-person meetings, and telephone communications, coordinate meeting logistics, and research member records. This position will proactively work with the Office Visit Counselor team, Contact Center team, Pension Services staff, and agency employees.

We are hiring Office Visit Counselor Associates for our Austin headquarters. Office Visit Counselor Associates assist TRS members by explaining benefits and assisting with their retirement accounts in-person, in virtual meetings, in large group presentations, by phone, email and chats. They coordinate meeting logistics and research member records. They collaborate with other Office Visit Counselors, the Contact Center, Account Services and other TRS departments as needed. Bilingual skills are helpful but not required.

Join an organization recognized as a “Top Place to Work”, while gaining access to a comprehensive benefits package and the opportunity to save for retirement with a trusted pension. TRS invests in new employees’ career development with paid Foundational classroom training and on-the-job training. If you are passionate about delivering exceptional, in-person customer service and want to make a meaningful impact, the Teacher Retirement System of Texas (TRS) could be the place for you!

Training and Regular Schedule:

Onsite at our Austin location. Monday – Friday; 8am – 5pm (cst) with occasional travel and mandatory overtime when business need dictates.

WHAT WIIL YOU DO

Benefit Counseling

• Participates in the TRS Pension Services foundational training program.
• Counsels members and provides assistance to 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.
• Assists 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.
• Determines and explains benefit options and the taxes associated with those options.
• Determines, recommends, and/or implements appropriate actions necessary to resolve issues and process member requests, including advising members and school district officials on necessary actions.
• Interprets and explains TRS and other applicable laws, rules, regulations, policies, procedures, processes and forms.
• Receives and processes requests for informational booklets and forms.
• Performs Telephone Counseling duties including but not limited to taking member phone calls and responding to secure messages and chat as required when not performing Office Visit Counseling related functions.
• Documents and maintains member records by updating information into the computer database, including collecting and recording accurate notes for member files.

Presentation Administration

• Participates in the Office Visit Counseling presentation training.
• Conducts group presentations, including workshops, seminars, and question and answer sessions to educate groups of members and school district officials regarding TRS benefits.
• Coordinates meeting logistics, such as set-up of audio/visual and computer equipment, handouts, and other presentation materials.
• Delivers on-site information and counseling to workshop and seminar participants.
• May assist in the development of workshop and seminar presentations and materials.

Program Support

• Researches and analyzes situations to identify causes of problems and determine appropriate resolutions.
• Confers with Benefit Processing, Legal, Accounting, and other TRS staff and performs detailed research and analysis of member records via Imaging.
• Performs related work as assigned.

WHAT WILL YOU BRING

Required Education

• High school graduation or GED.
• Education and experience may substitute for one another.

Required Experience

• 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.
• Experience conducting detailed presentations to groups of adults.

Required Registration, Certification, or Licensure

• None.

Preferred Qualifications

• Associate’s or Bachelor’s degree from an accredited college or university.
• Experience in Health Insurance or Retirement.
• Experience conducting in-person interviews and/or counseling sessions or in providing in-person customer service regarding client or customer benefits.
• Experience communicating using web chat software.
• Bilingual in English and Spanish.

Knowledge, Skills, and Abilities

Knowledge of:

• TRS benefit programs.
• Public speaking and presentation delivery methods, principles, practices, and techniques.
• Modern office practices and equipment.

Skills in:

• 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; and completing detailed work with a high degree of accuracy.
• 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.

Military Occupational Specialty (MOS) Codes:

Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty https://www.trs.texas.gov/files/trs-military-crosswalk.xlsx along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at [e-mail] with questions or for additional information.

To view all job vacancies, visit www.trs.texas.gov/careers or www.trs.csod.com/careersite.

For more information, visit www.trs.texas.gov.