Location:
4655 Mueller Blvd
Austin, TX 78723
Member Education & Counseling Services Manager
| Requisition ID: |
req1235 |
Employment Type: |
Unclassified Regular Full-Time (URF) |
| Division: |
Member Education & Counseling |
Compensation: |
85,000.00 - 105,000.00, Annual Salary |
| Location: |
Bravo Building |
Job Closing: |
6/12/2025 5:00pm |
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 you’ll 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, you’ll 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 team's 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 department’s 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
• Bachelor’s 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 master's 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 (
https://www.trs.texas.gov/files/trs-military-crosswalk.xlsx
) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at
careers@trs.texas.gov
with questions or for additional information.
To view all job vacancies, visit www.trs.texas.gov/careers
or www.trs.csod.com/careersite.
For more information, visit www.trs.texas.gov.
