Telephone Counselor Associate (Remote Texas Residents)
Job Location:
Austin, TX - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Requisition ID: req1427
Employment Type: Unclassified Regular Full-Time (URF)
Division: Pension Services
Compensation: 48620.00 - 58228.00 Annual Salary
Job Closing: 8/16/2026 11:59pm CST
Location: 100% Remote
4655 Mueller Boulevard
Austin Texas 78723
United States
WHO WE ARE:
In the Pension Services Division we cultivate connection with our more than 2 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.
Do you have a favorite teacher who made an impact on your life Would you like to be part of a team that provides guidance and support to hard-working Texas public education employees If you have a passion for customer service and want to contribute to an organization named a Top Place to Work for multiple years then the Teacher Retirement System of Texas (TRS) is the place for you! We are hiring remote work-from-home Telephone Counselor Associates. If you join our team you will be able to participate in our comprehensive benefits package and have the option to help secure your retirement with a TRS pension.
***Candidates must reside in Texas to be considered for this position.***
Successful candidates will start employment with TRS effective October 15 2026 and must report in-person to our Austin Mueller office that day for New Employee Orientation.
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. Instructions for each will be included in separate emails. If selected final candidates must be available for an extended virtual interview and call simulation.
Telephone Counselor Associates provide benefit counseling services to members and others in an on-the-job training environment and will proactively work with the Contact Center team Pension Services staff and agency employees.
Telephone Counselor Associates participate in a formal classroom training program and spend time with an on-the-job training (OJT) coach before answering phone calls on their own. During the initial classroom training work hours are 8:00 AM (CST) to 5:00 PM (CST) Monday through Friday. Member Services hours of operation are 7:00 AM (CST) to 6:00 PM (CST). After training regular shifts may begin between 8:30 AM (CST) and 9:30 AM (CST) based on business needs and include a 30-minute lunch. Closing requires handling calls remaining in queue after 6:00 PM (CST).
WHAT YOU WILL DO:
Benefit Counseling
Participates in the TRS Benefit Counseling training program.
Counsels members and assists 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.
Resolves and responds to telephone inquiries and complaints.
May research and resolve complaints and problems regarding service and disability requirements projected benefits health benefits refunds death benefits purchase of special services post retirements district reporting requirements agency forms and other issues.
Determines and explains benefit options and associated taxes.
Determines recommends and implements appropriate actions to resolve issues and process member requests including informing and making recommendations to members and school district officials on necessary measures.
Interprets and explains applicable TRS rules regulations policies procedures processes and forms.
Receives and processes requests for informational booklets and forms.
Documents and maintains member records by updating information into the computer database including collecting and recording accurate notes for member files.
Performs related work as assigned.
WHAT YOU WILL BRING:
Required Education
High school diploma or GED.
Education and experience may substitute for one another.
Required Experience
One (1) year of full-time experience in a call center contact center banking accounting claims processing benefit processing 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.
Preferred Qualifications
Associates or Bachelors degree from an accredited college or university.
Experience interpreting applying and communicating complex laws regulations policies and procedures.
Experience providing in-person customer service in financial services pension benefits or health insurance.
Experience with Claims processing or benefits processing.
Bilingual in English and Spanish.
Knowledge of
TRS benefit programs.
Modern office practices systems and equipment.
Skill 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 completing detailed work accurately.
Analyzing problems and devising effective solutions.
Using a computer in a Microsoft Windows environment with word processing SharePoint and other business software.
Effective written and verbal communication including telephone communication and active listening skills.
Providing quality customer service.
Efficiently and accurately documenting information into various computer systems.
Ability To
Provide member support by telephone and written channels including secure messages for prolonged periods in a high-volume contact center environment.
Establish and maintain harmonious working relationships with co-workers agency staff TRS members school district officials and other contacts and work effectively in a professional team environment.
Work occasional overtime weekends or extended hours as needed to manage the team workload.
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.
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Required Experience:
IC
