Office Visit Counselor

Our Office Visit Counselor Associates participate in a 6-8 week formal classroom training program and then spend time with an on-the-job training (OJT) coach before answering phone calls and conducting member meetings on their own. Office Visit Counselors answer questions for TRS participants regarding their benefit programs via group presentations, in-person and virtual meetings, and telephone calls. Once Office Visit Counselors Associates have gained experience taking member phone calls on their own, they will work with an on-the-job training coach to learn how to conduct member meetings and presentations. During the initial classroom training, work hours are 8:00 AM (CT) to 5:00 PM (CT), Monday through Friday. Benefit Counseling hours of operation are 7:00 AM (CT) to 6:00 PM (CT), and regular shift times after training is complete are 8:00 AM (CT) to 5:00 PM (CT).As part of the interview process, selected applicants will be asked to complete a pre-interview assessment along with a short video interview. The assessment and link to the interview will be emailed to the applicant.Selected candidates will start employment with TRS on June 1, 2026.This vacancy will be filled at one of two levels. Candidates with TRS experience may qualify for the Office Visit Counselor role. Selected applicants will receive an offer for the position that most closely matches their education and experience.The Office Visit Counselor Associate is responsible for participating in on-the-job training for Pension Services. The incumbent will provide benefit counseling services to members regarding all TRS benefit programs, and research member records. This position will proactively work with the Office Visit Counselor team, Pension Services staff, and agency employees.The Office Visit Counselor is responsible for providing benefit counseling services regarding TRS benefit 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.Salary RangeOffice Visit Counselor Associate: $51,465.00 – $61,634.00Office Visit Counselor: $60,027.00 – $76,500.00WHAT WILL YOU DO:Benefit Counseling• Participates in the TRS Pension Services foundational training program. (Office Visit Counselor Associate only)• 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 YOU WILL BRINGRequired Education• High school graduation or GED.• Education and experience may substitute for one another.Required Experience (Office Visit Counselor Associate)• 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 Experience (Office Visit Counselor)• Three (3) years of full-time, directly related progressively responsible 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.• Six (6) months as a TRS Benefit Counselor and successfully completing the probationary period and Office Visit training.• Additional experience may not substitute for required TRS experience.• Navigating and using computer systems and applications, such as Microsoft Office and virtual meeting software• Experience in conducting in-person interviews and/or counseling sessions or in providing in-person customer service regarding client or customer benefits.• Experience conducting detailed presentations to groups of adults.Preferred Qualifications• Associate’s or Bachelor’s degree from an accredited college or university.• Experience in Health Insurance or Retirement.• Experience communicating using web chat software.• Bilingual in English and Spanish.Knowledge, Skills, and AbilitiesKnowledge 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 laptop 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.• Travel frequently to field office visits and presentations sites via car or commercial aircraft, generally alone, including at least one 2-3 day counseling trip per month (Office Visit Counselor Only)