Member Education & Counseling Services Manager
Member Education & Counseling Services Manager
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Job Description
4655 Mueller Blvd
Austin TX 78723
WHO WE ARE:
In the Pension Services Division we cultivate connection with more than 2.0 million valued members by striving for excellence through counseling and administering benefits for retirees active members and employers. It is our goal to ensure our members have personalized service for pension benefits every day. Joining our fast-paced team youll have the opportunity to create meaningful experiences by learning the ins and outs of our business alongside a committed and collaborative community. Through coaching and mentorship youll gain the skills you need to achieve your career goals at TRS while earning member trust and making a positive impact in their lives.
The Member Education & Counseling Services (MEC) Manager role leads a team of office visit counselors to achieve our objectives by coordinating work activities providing department oversight and monitoring the teams performance. The incumbent may also serve as back up to the Member Education & Counseling Director when necessary. This position will proactively collaborate with the Pension Services leadership team department staff TRS members agency employees and TRS executive leadership.
WHAT YOU WILL DO:
Department Management
Serves as a backup to the Member Education & Counseling (MEC) Director or other managers in their absence.
Assigns supervises and evaluates the work of a team of Office Visit Counselors and provides input on hiring monitoring evaluating motivating and rewarding staff.
Monitors and documents team performance.
Provides regular feedback coaching and training.
Maintains accurate documentation and records of employee discussions.
Conducts annual performance evaluations.
Advises on goal setting professional development and growth potential.
Reviews and ensures accuracy of employee timesheets.
Compiles data and prepare detailed reports regarding MEC operations.
Monitors queues and statistics to meet performance expectations.
Recommends and implements operational improvements.
Resolves telephone inquiries complaints and elevated calls.
Researches assesses and implements new technologies and industry practices to improve operations.
Helps establish and maintain methods to measure and monitor department performance.
Program Administration
Collaborates with the MEC Director to assess and manage staff performance ensuring recognition rewards training coaching and corrective actions are effectively implemented.
Develops and executes career paths performance appraisals coaching and training programs to foster staff growth and development.
Ensures compliance with applicable federal state agency and department policies procedures rules and regulations.
Conducts root cause analysis to identify issues and implements effective solutions.
Provides coaching and development based on quality assurance assessments.
Engages in the formation and delivery of department presentations.
Supports and upholds the departments quality assurance monitoring program.
Training and Technical Assistance
Assess staff training needs and provides training coaching and technical assistance as needed.
Serves as a subject matter expert providing technical support and guidance.
Conducts benefit and educational presentations to members and agency employees.
Assists with walk-ins and office visits as needed.
Explains benefit options and presents general information on related benefit programs to members and agency employees.
Researches and resolves escalated complaints and issues.
Leads or participates on special projects and committees.
Performs related work as assigned.
WHAT YOU WILL BRING:
Required Education
Bachelors degree from an accredited college or university.
High school diploma or equivalent and additional full-time experience in banking accounting claims processing benefit processing call center operations or other customer service related experience or similarly related experience may be substituted on an equivalent year-for-year basis.
Required Experience
Seven (7) years of full-time directly related progressively responsible experience in banking accounting claims processing benefit processing call center operations or other customer service-related experience.
Three (3) years of experience coordinating leading or supervising the work of others required.
Experience conducting presentations seminars and/or workshops for medium to large audiences.
Experience may be concurrent.
A masters degree or doctoral degree in a closely related field may be substituted on an equivalent year-for-year basis.
Preferred Qualifications
One (1) year of leadership experience preferably in TRS Pension Services
Three (3) years of progressive experience in TRS Pension Services.
Current or previous experience in TRS Member Services.
Successful completion of the TRS Benefit Counseling training program and new hire probation period.
Experience in providing in-person customer service in financial services pension benefits or health insurance.
Experience communicating using web chat software.
Bilingual in English and Spanish.
Knowledge of
General health insurance terminology and definitions.
Pension benefits and State of Texas laws rules policies and procedures.
Public speaking and presentation delivery methods principles practices and techniques.
Customer service principles practices technology and issues.
Skill in
Managing organizing and motivating staff to meet productivity and quality goals and objectives.
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 with a high degree of accuracy.
Analyzing problems and devising effective solutions.
Using a computer in a Microsoft Windows environment and navigating applications including word processing spreadsheet database and virtual meeting software.
Effective written and verbal communications including telephone communication and active listening skills.
Developing presentation materials and delivering presentations and workshops.
Using presentation equipment including lap-top computers and projectors.
Using presentation software including Microsoft PowerPoint.
Providing quality customer service.
Ability to
Travel frequently (approximately 25%) based on business need.
Work weekends or extended hours as needed to manage department operations.
Establish and maintain harmonious working relationships with co-workers agency staff TRS members and external contacts.
Work effectively in a professional team environment.
Military Occupational Specialty (MOS) Codes:
Veterans Reservists or Guardsmen with experience in the Military Occupational Specialty ( ) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at with questions or for additional information.
To view all job vacancies visit or more information visit.
Required Experience:
Manager
Employment Type
Full Time
