Member Services Center Analyst

TMRS Overview:

The Texas Municipal Retirement System (TMRS) is a statewide public retirement system established in 1948 to provide retirement, disability and death benefits to employees and retirees of participating Texas cities. TMRS manages more than $40 billion in assets for more than 925 Texas cities. TMRS offers competitive compensation with medical, dental and vision insurance provided at no cost for employees, flexible scheduling, twelve paid holidays, modern and centrally located office space, a generous leave program, potential for remote work opportunities, and membership in TMRS’ pension plan.

Job Summary:

Member Service Center Analysts report to the Director of City and Member Services and provide exceptional customer support by answering telephone calls that explain retirement benefit options, review member accounts, process routine requests for benefit information, and provide technical support for online Member access. Calls come inbound directly from our over 200,000 Members and retirees.

Competitive salary ranging from $50,000 and higher depending on experience and qualifications.

Duties/Responsibilities:

• Provide exceptional customer support and respond to information requests; answer questions and provide detailed information on benefits, eligibility, taxes or penalties, applications and other related account and benefit information.
• Validate caller identity by interviewing Members and verifying account information.
• Enter, update, and maintain member account data in the member database system.
• Provide written and oral confirmation of benefit payments.

Qualifications:

• High school diploma required; associate or bachelor’s degree preferred
• Excellent customer service acumen
• Strong written and verbal communication skills
• Ability to handle high call volume and react effectively and calmly
• Attention to detail
• Problem-solving skills
• Skill in reviewing documentation and properly applying complex laws, regulations, rules and policies
• Preferred Qualification: Two years related experience preferably in a call center, pension, benefit administration or retirement related work

Physical Requirements:

Sedentary work: Exerting up to 10lbs of force. Ability to safely and successfully perform the essential job functions consistent with federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.