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 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.

Do you have a favorite teacher or anyone else in public schools who made an impact on your life? Are you or someone you know employed with the public education system? 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 in-person 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 multiple Office Visit (OV) Counselor Associates to work onsite 5 days a week at our Austin headquarters. 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.

Our Office Visit Counselors participate in a 6-8 week formal classroom training program and then spend time with an on-the-job training (OJT) coach before answering phone calls and conducting member meetings on their own. Office Visit Counselors answer questions for TRS participants regarding their benefit programs via group presentations, in-person and virtual meetings, and telephone calls. Once Office Visit Counselors have gained experience taking member phone calls on their own, they will work with an on-the-job training coach to learn how to conduct member meetings and presentations. During the initial classroom training, work hours are 8:00 AM (CT) to 5:00 PM (CT), Monday through Friday. Benefit Counseling hours of operation are 7:00 AM (CT) to 6:00 PM (CT), and regular shift times after training is complete are 8:00 AM (CT) to 5:00 PM (CT).

This vacancy will be filled at one of two levels. Candidates with TRS experience may qualify for the Office Visit Counselor role. Selected applicants will receive an offer for the position that most closely matches their education and experience.

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.

Selected candidates will start employment with TRS on October 1st, 2025.

The Office Visit Counselor Associate is responsible for participating in on-the-job training for Benefit Services. The incumbent will provide benefit counseling services to members regarding all TRS benefit programs, and research member records. This position will proactively work with the Office Visit Counselor team, Pension Services staff, and agency employees.

• High school graduation or GED.
• Education and experience may substitute for one another. (Office Visit Counselor Associate only)

• One (1) year of full-time experience in banking, accounting, claims processing, benefit processing, call or contact center, 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.

• Three (3) years of full-time, directly related progressively responsible experience in banking, accounting, claims processing, benefit processing, call or contact center, or other customer service related experience involving interpreting, applying and communicating complex laws,

• Six (6) months as a TRS Benefit Counselor and successfully completing the probationary period and Office Visit training.
• Experience in conducting in-person interviews and/or counseling sessions or in providing in person customer service regarding client or customer benefits.
• Navigating and using computer systems and applications, such as Microsoft Office and virtual meeting software
• Experience conducting detailed presentations to medium to large size groups of adults.
• Experience may be concurrent.

• Associate’s or Bachelor’s degree from an accredited college or university.
• Experience in Health Insurance or Retirement.
• Experience conducting in-person interviews and/or counseling sessions or in providing in-person customer service regarding client or customer benefits. (Office Visit Counselor Associate)
• Experience conducting detailed presentations to medium to large size group of adults. (Office Visit Counselor Associate)
• Experience communicating using web chat software.
• Bilingual in English and Spanish.

• TRS benefit programs.
• Public speaking and presentation delivery methods, principles, practices, and techniques.
• Modern office practices and equipment.

• 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; and completing detailed work with a high degree of accuracy.
• Analyzing problems and devising effective solutions.
• Using a computer in a Microsoft Windows environment with word processing, spreadsheet, and other business software.
• Effective written and verbal communications, including telephone communication and active listening skills.
• Using presentation equipment, including lap-top computers and projectors.
• Using presentation software, including Microsoft PowerPoint.
• Efficiently and accurately documenting information into various computer systems.
• Providing quality customer service.

• Work occasional overtime, weekends, or extended hours as needed to manage team workload.
• Work with computers and basic Microsoft Office programs, learn new and existing agency software, and navigate internet and internet-based programs.
• Establish and maintain harmonious working relationships with co -workers, agency staff, TRS
• Work effectively in a professional team environment.
• Travel frequently to field office visits and presentations sites via car or commercial aircraft , (approximately 25%), generally alone, including at least one 2-3 day counseling trip per month. (Office Visit Counselor)