Employer Services Call Center Representative
Employer Services Call Center Representative
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$ 46403 - 59395
1 Vacancy
Job Description
Job Requisition ID:46344
Closing Date: 04/25/2025
Agency:Teachers Retirement System of the State of Illinois
Salary: $
Job Type: Salaried
County: Sangamon
Number of Vacancies: 1
****************A RESUME IS REQUIRED FOR THIS JOB POSTING****************
Please attach a DETAILED Resume/Curriculum Vitae (CV) to the MY DOCUMENTS section of your application. You WILL NOT be considered for the position if you attach a CMS100 CMS100b or any other document that is not a Resume or CV.
Why Work for Illinois
Working with the State of Illinois is a testament to the values of compassion equity and dedication that define our state. Whether youre helping to improve schools protect our natural resources or support families in need youre part of something biggersomething that touches the lives of every person who calls Illinois home.
No matter what state career youre looking for we offer jobs that fit your life and your scheduleflexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our toptier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.
Job Summary
Under the supervision of the Training and Outreach Manager the Employer Services Representative is accountable for receiving inquiries by telephone and email from TRS employers members and others regarding the TRS defined benefit plan and TRS reporting guidelines. 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 Pension Code.This position will respond to telephone and email inquiries regarding technical questions concerning TRS eligibility service credit and employer reporting. It is also responsible for providing accurate information to TRS employers and staff regarding the TRS pension code and related policies and procedures.
The incumbent is required to provide courteous accurate and prompt service and present a professional and positive image of the System when interacting with employers coworkers and other external contacts. This position requires extensive collaboration sound decisionmaking skills and the ability to properly structure activities in a manner that allows for the timely completion of assignments tasks and goals. The incumbent must possess organizational skills sound analytical skills and the ability to communicate effectively with employers members coworkers and thirdparty administrators both verbally and through written correspondence.
Essential Functions
- Log into the Call Center phone system and be available to receive telephone inquiries during your assigned work shift.
- Ensure employer issues are resolved timely. Respond analyze or recommend solutions to inquiries in accordance with statutory requirements rules and procedures. Document the calls emails and actions as directed.
- Initiate requests for additional assistance for complex issues requiring expertise for resolution according to the established procedures in an accurate and timely manner.
- Provide functional instruction on TRSrules policies and procedures to employers via verbal as well as written communications.
- Assist employers by answering questions resolving reporting issues and processing adjustments and error resolution in the Employer Reporting System.
- Utilize the Member Reporting System to assist employers when necessary.
- Assist with onboarding new users into the Employer Reporting System and perform tasks such as unlocking accounts and providing general support for other related inquiries.
- Return voicemails and respond to email inquiries as assigned.
- Maintain an understanding of TRS Pension code and related TRS policies and procedures.
- Assist Employer Services staff with tracking and administrative duties as needed.
- 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.
- Strong mathematical skills.
- Ability to analyze and interpret data.
Minimum Requirements
- An associate degree in business administration public administration accounting or related field OR three 3 years related experience in public/multiemployer pension private pension plan benefit administration or related experience in lieu of a degree.
- Prefers one 1 year of work experience in a customer service and/or benefits environment.
- Excellent oral and written communication and interpersonal skills are required.
Benefits
- State health dental life and vision insurance
- 12 vacation 12 sick and 3 personal time days of compensated time
- Teachers Retirement System Pension
- Optional Deferred compensation plan
Work Hours:8:30am4:30pm
Work Location:2815 W. Washington St. Springfield IL
Agency Contact:
Posting Group: Office & Administrative Support
Agency statement:TRS provides retirement benefits for teachers who are employed by all Illinois public common and charter school districts located outside the city of Chicago. The Illinois Pension Code contains the laws relating to our creation benefits and administration
The main form of communication will be through email. Please check your junk mail spam or other folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:
Required Experience:
Unclear Seniority
Employment Type
Full-Time
