Member (Customer) Services Representative

What we’re looking for

We are looking for conscientious, focused and professionally motivated employees to join our Member Services team. A passion for helping others is a must. The primary purpose of our Member (Customer) Services Representative is to provide quality information and services that are appropriate to the needs of TCDRS members, employers and stakeholders, primarily via telephone but also in person and via other communication channels. The Member Services team receives more than 115,000 phone calls a year.

Responsibilities

• Communicate information about TCDRS benefits, services, administrative policies and tax issues primarily via telephone, but also in person and via other communication channels

• Handle and analyze customer inquiries, respond to customer requests, determine eligibility for benefits, and investigate and resolve customer problems

• Update customer data and document call information

• Provide written correspondence with approved document templates

• Calculate and produce basic member benefit estimates

• Suggest and participate in implementing initiatives to improve Member Services effectiveness

• Work toward becoming a Certified Retirement Counselor through the International Foundation for Retirement Education

Qualifications

• A bachelor’s degree or equivalent work experience

• Experience in customer service, preferably in insurance, banking or retirement

• Excellent written and verbal skills

• Interpersonal skills necessary to listen empathetically while conveying courtesy, patience and confidence with all customers

• The ability to stay organized, calm and constructive when handling stressful situations

• The ability to strictly adhere to work and break schedules; ability to work occasional overtime, weekends or extended hours as needed to manage team workload

• Bilingual in English and Spanish a plus

Benefits

TCDRS offers a competitive salary and excellent benefits with a dynamic and rewarding work environment in Austin, Texas, overlooking Zilker Park, but this position will be work-from-home until COVID-19 concerns abate. This is not just a job, but a chance to help thousands of Texans plan for the future.