Telephone Counselor Associate (Remote - Texas Residents)

Candidates must reside in Texas to be considered for this position. Successful candidates will start employment with TRS effective October 15, 2026, and must report in-person to the Austin Mueller office that day for New Employee Orientation.

About the role

Telephone Counselor Associates provide benefit counseling services to members and others in an on-the-job training environment. You will proactively work with the Contact Center team, Pension Services staff, and agency employees. The role includes a formal classroom training program and on-the-job training (OJT) with a coach before answering phone calls independently.

During initial classroom training, work hours are 8:00 AM (CST) to 5:00 PM (CST), Monday through Friday. Member Services hours of operation are 7:00 AM (CST) to 6:00 PM (CST). After training, regular shifts may begin between 8:30 AM (CST) and 9:30 AM (CST), based on business needs, and include a 30-minute lunch. Closing shifts require handling calls remaining in queue after 6:00 PM (CST).

Responsibilities

• Participate in the TRS Benefit Counseling training program.
• Counsel members and assist school district officials regarding the full range of TRS benefit options.
• Explain benefit options, including eligibility requirements and limitations, and provide general information and referral services on related benefit programs such as Social Security and Medicare.
• Resolve and respond to telephone inquiries and complaints.
• Research and resolve complaints and problems regarding service and disability requirements, projected benefits, health benefits, refunds, death benefits, purchase of special services, post-retirements, district reporting requirements, agency forms, and other issues.
• Determine and explain benefit options and associated taxes.
• Recommend and implement appropriate actions to resolve issues and process member requests, including informing and advising members and school district officials on necessary measures.
• Interpret and explain applicable TRS rules, regulations, policies, procedures, processes, and forms.
• Receive and process requests for informational booklets and forms.
• Document and maintain member records by updating information into the computer database, including collecting and recording accurate notes for member files.

Requirements

• High school diploma or GED. Education and experience may substitute for one another.
• One (1) year of full-time experience in a call center, contact center, banking, accounting, claims processing, benefit processing, or other customer service-related experience involving interpreting, applying, and communicating complex laws, regulations, and policies.
• Experience 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 interpreting, applying, and communicating complex laws, regulations, policies, and procedures.
• Experience providing in-person customer service in financial services, pension benefits, or health insurance.
• Experience with claims processing or benefits processing.
• Bilingual in English and Spanish.
• Knowledge of TRS benefit programs.
• Familiarity with modern office practices, systems, and equipment.

Skills

• 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, completing detailed work accurately.
• Analyzing problems and devising effective solutions.
• Using a computer in a Microsoft Windows environment with word processing, SharePoint, and other business software.
• Effective written and verbal communication, including telephone communication and active listening skills.
• Providing quality customer service.
• Efficiently and accurately documenting information into various computer systems.
• Ability to provide member support by telephone and written channels for prolonged periods in a high-volume contact center environment.
• Establishing and maintaining harmonious working relationships with co-workers, agency staff, TRS members, school district officials, and other contacts, and working effectively in a professional team environment.
• Working occasional overtime, weekends, or extended hours as needed to manage the team workload.

Pay

Annual salary range: $48,620.00 - $58,228.00.

Benefits

• Comprehensive benefits package.
• Option to participate in a TRS pension to help secure your retirement.