Member Services Team Lead

Job Summary *** Please note that this posting will be used to fill up to two (2) vacancies. *** Teachers Retirement Association (TRA) has been providing pension coverage to Minnesota educators for decades, with a mission to help members and their beneficiaries plan for an independent and financially secure retirement. We are currently seeking job candidates with strong communication, interpersonal, and mathematical skills to serve as our Member Services Team Leads. Our Member Services Team Leads will report to the Member Services Supervisor, and will assist with leading the TRA's Member Services (Contact Center) Department. The incumbents hired into these roles will perform advanced professional audit, computational, analytical, and counseling work in order to determine retirement benefits for TRA members; provide benefit estimates to future benefit recipients; and assist TRA staff with complex benefit calculations and questions. These positions will also be tasked with scheduling contact center staff; providing ongoing training/coaching to new and existing staff; and performing quality assurance tasks by monitoring calls, e-mails, and chat sessions. Lastly, the incumbents will collaborate with TRA’s Information Technology Division for enhancements and/or upgrades to TRA’s current WebEx Contact Center (phone system). These positions are located in our Saint Paul, Minnesota office. The roles are telework eligible; however, incumbents must work a full-time in-person schedule for at least the first six (6) months to complete mandatory training. Thereafter, the positions will follow a designated hybrid work schedule based on business need and performance. Additionally, business travel may be required up to 10% for these roles. TRA prioritizes work-life balance for our employees and may request, only on occasion, that staff work overtime and/or flex their time in order to complete critical projects or meet important deadlines. Typically, full-time, non-exempt employees at TRA work a 40-hour workweek. Minimum Qualifications Three (3) years of work experience providing customer service related to employee and/or government benefits administration, accounting, payroll, finance, or insurance. A Bachelor’s Degree in Business or Public Administration, Accounting, Finance, Math, Economics, or closely related field can substitute for one (1) year of experience. Experience Must Also Demonstrate The Following Demonstrated experience performing and auditing complex calculations.Ability to present, explain, and train on complex financial concepts to a variety of audiences. Ability to plan, organize, and successfully manage competing priorities, deadlines, and call center scheduling.Ability to lead, coach, and provide constructive feedback to employees.Ability to diagnose problems and recommend solutions for process improvement purposes.Strong knowledge of telephonic, scheduling, and computer systems commonly used in call centers.Strong interpersonal, written communication, and verbal communication skills necessary to collaborate on enterprise project sand initiatives; communicate information about sensitive topics; influence others to resolve conflicting viewpoints; and champion a work culture that advocates for inclusion.Advanced proficiency in using Microsoft Word, Excel, Access, PowerPoint, and Outlook; WebEx Contact Center and/or Cisco Unified Contact Center; or equivalent software packages. Successful candidates must also be able to secure own transportation for in-state business travel. Preferred Qualifications Leadership experience in a call center environment. Experience in a call center environment that provides both phone and chat services to customers. Experience using Calabrio services including Call Recording and Calabrio Workforce Management. Experience communicating financial concepts to diverse audiences and stakeholders. Experience Working With Or At Another Public Pension Organization. Possession of a Bachelor’s Degree or higher in Business Administration, Public Administration, Accounting, Finance, Math, Economics, or a related field. Physical Requirements This position requires occasional transporting of articles such as file folders, ledgers and/or small tools. May be required to move or maintain a stationary position for long periods of time. Additional Requirements **Successful candidates must pass past-employer reference checks and a criminal background check.** It Is The Policy Of TRA That All Finalist(s) Submit To a Background Check Prior To Employment. The Background Check May Consist Of The Following Components State of Minnesota state government employment records check (applies to current and past State of Minnesota state government employees only)Criminal History CheckEmployment Reference CheckSocial Security and Address VerificationEducation VerificationDriver's License Check How To Apply Visit the MN Careers webpage: http://www.mn.gov/careers and search using the Job ID #97826. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers. Contact If you have questions about this position, or are an individual with a disability and need to request an accommodation for a scheduled interview, contact Justin Johnson at jjohnson@minnesotatra.org. To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Justin Johnson at jjohnson@minnesotatra.org. Working together to improve the state we love. What do Minnesota's State employees have in common? A sense of purpose in their workConnection with their coworkers and communitiesOpportunities for personal and professional growth Benefits As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well. Your Benefits May Include Paid vacation and sick leave12 paid holidays each yearLow-cost medical, dental, vision, and prescription drug plansFertility care, including IVFDiabetes careDental and orthodontic care for adults and children6 weeks paid leave for parents of newborn or newly adopted childrenPension plan that provides income when you retire (after working at least three years)Employer paid life insurance to provide support for your family in the event of deathShort-term and long-term disability insurance that can provide income if you are unable to work due to illness or injuryTax-free expense accounts for health, dental, and dependent careResources that provide support and promote physical, emotional, social, and financial well-being Support To Help You Reach Your Career Goals Training, classes, and professional developmentFederal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov) Employee Assistance Program (EAP) For Work/life Support A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performanceCommon sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issuesDaily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota. Teachers Retirement Association also offers free ramp parking at our St. Paul Office location. EQUAL OPPORTUNITY EMPLOYERS Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law. Applicants With Disabilities Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.