Member Services Representative I

Member Services Representative I

The Information Center Department is an integral part of the Teachers' Retirement System of Oklahoma's (TRS) Member Services Division. Member Services Representatives act as the primary point of contact, delivering essential retirement and benefit information to clients, addressing inquiries, and performing routine account maintenance. Their responsibilities encompass interpreting complex benefit rules, assisting members with online tools, and ensuring accurate record-keeping. Working under the direction of the Information Center Manager, these representatives handle a diverse range of tasks with varying complexity, contributing significantly to the department's operational efficiency and the overall member experience.

The following list includes the essential duties for this position but is neither all-inclusive nor restrictive. Assigned duties will be modified based on operational needs.

• Utilize pension administration system software, automated call distribution systems and other applications to perform regular duties.
• Provide customer service and benefit-related assistance through phone, email, walk-ins, and written correspondence.
• Maintain accurate records of member interactions and collect information across all communication channels.
• Identify client needs and communicate general and semi-complex benefit information verbally and in writing.
• Review and verify member records and documents for completion and accuracy.
• Review basic to semi-complex estimates.
• Assist members with online tools and resources.
• Utilize performance metrics and data analysis to identify trends, support decision-making, and recommend process improvements.
• Maintain current knowledge of benefits, administrative codes, and statutes, and apply this knowledge effectively.
• Provide guidance on transfer of service requests to and from applicable state retirement plans.
• Conduct consultation as assigned.
• Complete administrative tasks such as mailing information packets and scheduling appointments.
• Collaborate in policy updates, participate in system testing, and contribute to internal training initiatives.
• Advise manager of discrepancies, errors or unusual activity in accounts.
• Other tasks as assigned.

This position is typically in-office Monday through Friday, 8:00 to 5:00 each week.

Employees at this level are assigned responsibilities involving entry level duties in the interpretation, explanation and application of laws, rules, regulations or procedures related to eligibility participation, benefit claims for health, dental, disability, life or vision, authorized benefit plan coverage, complaints and the actions needed to resolve problems on these inquiries. Responds to requests from any source for information concerning plan benefits or member eligibility as oral and written communication. Duties are performed under close supervision in a training status.

• Associate's degree OR two years of experience in customer service, a call center environment, benefits administration, technical bookkeeping, accounting, auditing, claims adjusting, eligibility determination or reviewing and analyzing requests for determination of retirement benefits or other related benefits OR an equivalent combination of education and experience, substituting 30 semester hours of college for each year of required experience. (If no college, 2 years of qualifying experience).
• Excellent customer service and communication skills.
• Knowledge of basic office procedures and equipment, including multi-functional copiers
• Medium to high skill level in Microsoft 365 suite; Comfortable using online applications, databases, and software.
• Skill in arithmetic reasoning and able to perform basic to complex calculations.
• Ability to apply policies and procedures to complex problems based on laws, rules and regulations.
• Ability to follow basic to complex oral and written instructions in detail and with accuracy.
• Ability to prepare, understand and interpret written materials.
• Ability to adapt and solve problems when completing tasks and projects.
• Detail-oriented, organized, self-motivated, and committed to continuous improvement in the workplace.
• Ability to establish and maintain effective working relationships with others; work as part of a team.
• Ability to prioritize work and adapt to workload changes.
• Familiarity with the principles and practices of cross training, coaching, mentoring and transferring knowledge of benefit calculations to other staff members.
• Ability to apply policies and procedures to complex problems based on laws, rules and regulations.

Preference may be given to those with experience in a call center, knowledge in understanding and applying laws and rules, or fluency in Spanish.

This is a full-time, on-site position at the agency's Oklahoma City, OK headquarters. Remote or hybrid arrangements are not available.

While performing the duties assigned, the employee is required to:

• Use hands to finger, handle, or feel.
• Talk and hear.
• Frequently walk, sit, and reach with hands and arms.
• Sit at a desk and work on a computer and/or phone for prolonged periods of time.
• Occasionally stand for periods of time.
• Occasionally lift and/or move up to 10 pounds.
• Possess specific vision abilities including close and distance vision.
• Valid driver's license and travel may be required.

This position offers promotion potential up to Level III as outlined in the Career Progression Plan for the Member Services Representative.

Each career progression level builds on the experience and responsibilities of the previous level and receives commensurate salary increases.

Level I Entry level position

An employee at level I is considered entry level in Member Services. They are building foundational knowledge of retirement planning, administrative processes, systems familiarity, and basic data. They require close supervision and training.

Level II Intermediate position

An employee at Level II has a minimum of two years of experience in Member Services and fulfills all lower-level competencies. They are skilled in retirement planning and are continuously improving understanding of procedures. They resolve moderately complex issues and contribute to team efficiency and knowledge sharing. The representative is developing skills in independent report analysis, metric awareness, and advanced problem-solving, while actively collaborating with peers. They may mentor staff about basic knowledge and resource use. They work under moderate supervision.

Level III Advanced position

An employee at Level III has a minimum of five years of experience in Member Services and fulfills all lower-level competencies. They possess advanced knowledge and deep expertise across all functional areas and system tools (PAS, ACD), performing duties independently with mastery.

They hold expertise beyond technical skills:

o Adaptability: Thrive in dynamic environments, adjust seamlessly to changing requirements.

o Complex Issue Management: Tackle the most intricate challenges with confidence and precision.

o Mentorship: Actively mentor and guide colleagues. Serve as subject-matter expert and lead in the manager's absence.

o Independence: Possess deep understanding of role within TRS and of TRS as a whole. Internally driven to meet the needs of the agency. Require minimum supervision.

o Training: Assist in staff development, identify knowledge gaps, and prepare/deliver targeted training related to systems, benefits, and procedural updates.

o Leadership: Support workload prioritization, ensure compliance requirements, and recommend procedural or statutory clarifications to promote efficiency and clarity.

o Operation Excellence: Take initiative on improvements. Leverage metric dashboards and reporting tools to monitor performance, identify trends, and recommend enhancements. Critically think and investigate issues to understand causes, correct inconsistencies and strengthen quality.

The Teachers' Retirement System of Oklahoma is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law. The agency is committed to building a diverse, inclusive workforce that reflects the communities it serves.