WHO WE ARE:

In the Benefits Services Division, we cultivate connection with our 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 diverse committed 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.

Teacher Retirement System is continuing to grow to ensure the needs of our members are met. We are currently looking for two individuals to serve as Senior Director in our Member Services department who are passionate about serving public education employees throughout their career and into their retirement. If you are a highly motivated proven leader with a strong background in customer service, then this is the role for you.

The Senior Director positions are responsible for overseeing the planning and management of the Member Services departments in Benefit Services. The incumbents will coordinate and monitor department operations, ensure department production and performance expectations are met, and coordinate training and skill development initiatives. One Senior Director position will provide oversight and management to the Contact Center Department, and the other Senior Director position will provide oversight and management to the Member Education and Counseling Services Department. These positions will proactively work with Benefit Services staff, and agency employees.

TRS is hiring for two Senior Directors. The selected applicant will be offered the role that best meets the needs of the division.

WHAT YOU WILL DO:

Contact Center:
The Senior Director of Contact Center is responsible for overseeing the planning and management of the Contact Center Department. The incumbent will plan, organize, coordinate, direct, monitor all activities and operations including departmental budget, and provide oversight of the department. This position will proactively work with the Contact Center staff, Benefit Services management and staff, and agency employees.

Member Education and Counseling Services:
The Senior Director of Member Education and Counseling Services is responsible for overseeing the planning and management of the Benefit Counseling & Education HQ and Benefit Counseling & Education El Paso Regional Office Departments. The incumbent will plan, organize, coordinate, direct, monitor all activities and operations including departmental budget, and provide oversight of the department. This position will proactively work with the Member Education and Counseling Services staff, Benefit Services management and staff, and agency employees.

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, insurance, pension administration, governmental service, contact center operations, or other customer service related experience which includes interpreting, applying, and communicating complex laws, regulations, and policies may substitute for the required education on an equivalent year-for-year basis.

Required Experience

Nine (9) years of full-time directly related, progressively responsible experience in banking, insurance, pension administration, governmental service, contact center operations, or other customer service related experience.
Five (5) years of experience leading, supervising, or managing others.
Three (3) years of experience managing a complex contact center. (SR Director of Contact Center specific)
Experience conducting presentations, seminars, and/or workshops for medium to large audiences. (SR Director of Member Education and Counseling Services specific)
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

Bachelor’s degree from an accredited college or university.
Management experience in a Texas state agency.
Knowledge of TRS benefit programs, rules, policies, procedures, and systems.
Experience in contract management
Bilingual in Spanish.

Knowledge of

Contact center operations, forecasting, and metrics.
Integrating the role of a workforce manager within a contact center.
Customer service principles, practices, technology, and issues.
TRS benefit programs, rules, policies, procedures, and systems.

Skill in

Interpreting and applying complex laws, regulations, rules, and policies, and in making decisions based on sound judgment.
Effective program management, including planning, organizing, and prioritizing work assignments to manage a high-volume workload in a fast-paced and changing environment, meeting frequent and/or multiple deadlines, and managing conflicting priorities and demands.
Managing, organizing, and motivating staff to meet productivity and quality goals and objectives.
Analyzing problems and devising effective solutions.
Effective written and verbal communications, including skill in explaining complex information to others in an understandable manner, and in writing clear and precise reports, policies, procedures, and correspondence.
Using a computer in in a Microsoft Windows environment with word processing, spreadsheet, database, and other business software.
Providing quality customer service.

Ability to

Travel (up to 25% of time), primarily within the state.
Work weekends or extended hours as needed to manage department operations.
Establish and maintain harmonious working relationships with co-workers, agency staff, 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.

Teacher Retirement System of Texas jobs

Senior Director of Member Services