Member Services Representative

Job Summary

Under the supervision of the Call Center Manager, the Member Services Representative is accountable for receiving inquiries by telephone from members, annuitants and others regarding TRS benefits.  The incumbent is expected to accurately respond to a large volume of inquiries while maintaining quality service. In addition, the incumbent is required to maintain basic knowledge of the Illinois Retirement Systems Reciprocal Act and calculate reciprocal retirement benefit estimates for at least one reciprocal system. 

The incumbent will respond to telephone inquiries regarding technical questions concerning eligibility, retirement, survivor and disability benefits, Web access, Social Security issues, pension stability and insurance benefits.  In addition, this position conducts personalized retirement interviews; makes address changes and documents records that need research.  The incumbent must provide accurate information to TRS contributing members, annuitants, and staff regarding provisions of the Illinois Pension Code and the Illinois Retirement Systems Reciprocal Act.  In addition, the incumbent is required to maintain an understanding and the ability to explain various statements produced by TRS, Central Management Services or the Illinois Comptroller’s Office.  A comprehensive knowledge of the benefits available through the Teachers' Retirement Insurance Program (TRIP) and the State of Illinois group insurance plan is required.  The incumbent must maintain a working knowledge of the various TRS forms used for processing benefits (BD’s, retirement applications, optional service forms, refund applications, single-sum applications, and health insurance forms).  

 The incumbent is required to provide courteous, accurate, and prompt service, and present a professional and positive image of the System when interacting with members, co-workers, and external contacts. 

Essential Functions

• Correctly log into the Call Center phone system and be available to receive telephone inquiries regarding TRS benefits at the start of the assigned work shift. Correctly log out of the Call Center phone system during breaks, meetings, lunch breaks and at the end of the assigned work shift.   
• Respond, analyze, or recommend solutions to inquiries in accordance with statutory requirements, rules and procedures.  Document the calls and actions into the STAR system.  
• Initiate requests for income verification letters, specialized forms and complex issues requiring Call Center Manager resolution, according to the established procedures in an accurate and timely manner.  
• Initiate various claims such as age retirement annuities, single-sum retirements, death, refunds, and disability claims. 
• Accurately schedule appointments for both the Springfield and Lisle offices according to approved procedures.         
• Provide Web assistance to members enrolling in the TRS Member Account Access and help members when problems occur with their accounts. 
• Retrieve and input the necessary data to calculate age annuity, reversionary and single sum benefit estimates in STAR.             
• Develop satisfactory knowledge of reciprocal retirement systems.  Apply the skill set to initiate research, analyze, and generate accurate reciprocal retirement estimates in STAR using the verified service credit of the chosen system.  
• Perform voice mail call backs, as assigned. 
• Suggest and participate in implementing initiatives to improve customer service and call center effectiveness. 
• Perform other duties as required or assigned. 

Knowledge, Skills, and Abilities

• Demonstrates customer service skills.
• Friendly and service-oriented.
• Maintains a high degree of professionalism.
• Demonstrates a high level of accuracy, even under pressure.
• Possesses strong product knowledge.

Minimum Requirements

• An associate degree in math, statistics, accounting, or education.   
• Requires one (1) year of work experience in a customer service environment OR four (4) years of above work experience in lieu of a degree.  
• Excellent oral and written communication and interpersonal skills are required.    
• Above average mathematical skills are required.   
• Knowledge of public pension benefits is a plus.