Member Service Representative

Member Service Representative

STRS Ohio is seeking a Member Service Representative to join the Member Benefits/Member Services Center team.

Established in 1920 and serving Ohio's educators, STRS Ohio is one of the nation's largest retirement systems, serving nearly 550,000 active, inactive, and retired public-school teachers, and university faculty members, managing approximately $96.3 billion as of June 30, 2025, in assets and paying more than $7 billion in benefits annually.

STRS Ohio provides a competitive pay, and a comprehensive benefits package including on-site parking, educational assistance, subsidized medical insurance, fully paid dental and life insurance, vacation and sick leave, retirement benefits and on-site fitness center. At STRS Ohio, you can experience rewarding work in a professional, business casual work environment. We welcome, celebrate, and promote respect for everyone. We are continually seeking bright and talented individuals to join our team.

Compensation: $25.60/hr.

Work Schedule: 8:00am-5:00pm Monday through Friday (Onsite)

General Summary: Under the direction of a manager or supervisor, Member Services, receive inquiries by telephone from members, benefit recipients and others regarding State Teachers Retirement System of Ohio (STRS Ohio) benefits and services. Respond promptly to inquiries by telephone with a high degree of accuracy while maintaining a high level of quality service.

Summary of Responsibilities:

• Respond in an efficient manner to all inquiries regarding benefits and services in accordance with the Revised Code 3307, STRS Ohio Retirement Board rules and administrative policies. Calculate and explain values and benefits. Request appropriate documentation to enable internal departments to approve and acknowledge caller's request.
• Input and retrieve computer information necessary to respond to inquiries, including mainframe and other software applications.
• Analyze inquiries, recommend solutions and refer difficult cases requiring research, correction and investigation to the senior, member services representative, supervisor, Member Services, or manager, Member Services.
• Receive requests for information, processes and documents and respond in an accurate and timely manner. Identify and refer to online resources and provide printed resources if necessary.
• Maintain records and document information about calls as directed on various systems. Coordinate and complete successful transfer of call "ownership" to departments to ensure member satisfaction. Provide administrative support for the member services center to include returning calls routed to member services center, providing online access to online materials and resources and mailing printed materials if necessary, ordering and maintaining supply inventory, processing returned mail and distribution of updated literature impacting calls received.
• Provide basic technical assistance and guidance to contract regarding online access to STRS Ohio self-service applications, navigating various platforms and tools to provide efficient and effective support to customers.
• Verify caller and account information to prevent fraudulent activity. Review activity to detect suspicious transactions and address member fraud inquiries swiftly. Escalate incidences with detailed information to appropriate team members.
• Exercise and maintain current knowledge of benefit, legislative and administrative changes, as well as current events including health care issues that impact STRS Ohio members.
• Suggest and participate in implementing initiatives to improve member service center effectiveness and quality service. Work well as a team to solve problems and make decisions.
• Build client loyalty and confidence: take proactive approach to meeting member's needs. Establish "partner" relationships to help achieve goals. Do what is feasible and sensible to maintain callers' goodwill.
• Consistently meet the established quality and quantity service standards established for the member services center, which support the mission and vision of STRS Ohio.

The above list of duties is intended to describe the general nature and level of work performed by persons assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the persons so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of associates under supervision.

Summary of Qualifications:

• High school diploma or equivalent required.
• College-level coursework or three years' relevant experience required.
• Two to three years' experience in a customer-service environment required; STRS Ohio benefit experience preferred.
• General knowledge and understanding of the Revised Code 3307, STRS Ohio Retirement Board rules and administrative guidelines.
• Thorough knowledge and understanding of the STRS Ohio Health Care plans administration and related programs such as Medicare and Social Security.
• General knowledge and understanding of current IRS regulations to include tax-deferred purchased service credit, 1099R, QEBA, W4-P and state tax administration, as well as the ability to explain exclusion ratios and rollover procedures.
• General knowledge of and technical proficiency in navigating various platforms and troubleshooting basic online computer access issues.
• Ability to accurately perform and explain various mathematical calculations. Ability to accurately record numeric and alphabetic information by hand or on a keyboard.
• Ability to stay organized, calm and constructive when handling stressful situations. Demonstrate tolerance, appropriate demeanor, and patience with clients. Interact with others in a manner that shows genuine concern and respect required.
• Ability to adhere strictly to work and break schedules requiring cooperation and flexibility in working with other team members required.
• Excellent math and analytical skills required.
• Ability to work with and preserve confidential information required.
• Above-average oral and written communication skills required.
• Interpersonal skills necessary to deal effectively and courteously with internal and external contacts required.
• Excellent organizational skills and a high degree of accuracy and attention to detail required.
• Ability to work independently and in a team environment while meeting deadlines with minimal direct supervision required.
• Proven ability to operate Microsoft Office programs and standard office equipment required.
• Excellent work record of attendance, punctuality and the ability to maintain a flexible work schedule to meet business needs. Occasional evening, weekend and non-regular work hours may be required.

Equal Employment Opportunity Employer Statement

State Teachers Retirement System of Ohio (STRS) is an Equal Employment Opportunity Employer and prohibits discrimination and harassment of applicants or employees on the basis of race, color, religion, gender, gender identity or expression, national origin (ancestry), military status, disability, age, genetic information, sexual orientation, or caregiver status, in making employment-related decisions about an individual.

Visa/Sponsorship

To be offered a position with STRS Ohio, you must be either a U.S. citizen or possess proper legal authorization to work in the U.S. for the type of job you are seeking. This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship.

ADA Statement

STRS Ohio is committed to ensuring access, inclusion, and reasonable accommodations across all its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

Posting Drug-Free Workplace Statement

The State Teachers Retirement System of Ohio (STRS Ohio) is a drug-free workplace. The use of recreational marijuana and non-medical cannabis is strictly prohibited.

Pre-Employment Drug Testing

All final candidates tentatively selected for employment will be required to undergo a urinalysis drug screening prior to appointment. This screening includes testing for illegal substances, including marijuana. A positive test result will disqualify the applicant from employment unless valid medical documentation is provided for legally prescribed medications or a physician's recommendation for medical marijuana.

Pre-Employment Background Investigation

The final candidate selected for this position will be subject to a criminal background check. STRS Ohio will conduct an individualized assessment of any prior criminal convictions before making a determination regarding employment eligibility.