Office Visit Counselor Associate OR Office Visit Counselor at TRS

Office Visit Counselor Associate OR Office Visit CounselorRequisition ID: req1328Employment Type: Unclassified Regular Full-Time (URF)Division: El Paso Regional OfficeCompensation: 51465.00 - 76500.00 Annual SalaryJob Closing: 12/19/2025Location: El Paso Regional Office 6611 Boeing DriveEl Paso Texas 79925United States 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 youll 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 youll 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 anOffice Visit Counselor (OVC) Associateto work onsite 5 days a week at our El Paso regional our team means you can take advantage of our comprehensive benefits package and may choose to secure your retirement with a TRS pension.Our Office Visit Counselor Associatesparticipate in a 6-month training program that includes both virtual classroom instruction and on-the-job (OJT) training on-the-job training involves handling phone calls and holding meetings with members. After successful completion of the training OVC Associates assist TRS participants with questions about their benefit programs by delivering group presentations conducting both in-person and virtual meetings and responding to telephone working hours are 8:00 am (MT) to 5:00 pm (MT) Monday through Friday.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.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.Selected candidates will start employment with TRS on March 2 2026.The Office Visit Counselor Associate is responsible for participating in on-the-job training for Pension 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.The Office Visit Counselor is responsible for providing benefit counseling services regarding TRS benefit programs. The incumbent will counsel TRS members over TRS benefit programs via group presentations in-person meetings and telephone communications coordinate meeting logistics and research member records. This position will proactively work with the Office Visit Counselor team Contact Center team Pension Services staff and agency employees.Salary RangeOffice Visit Counselor Associate: $51465.00 $61634.00Office Visit Counselor: $60027.00 $76500.00WHAT WILL YOU DO:Benefit Counseling Participates in the TRS Pension Services foundational training program. (Office Visit Counselor Associate) Counsels members and provides assistance to school district officials regarding the full range of TRS benefit options. Explains benefit options including eligibility requirements and limitations and provides general information and referral services on related benefit programs such as Social Security and Medicare. Assists with researching and resolving complaints and problems regarding service and disability requirements projected benefits health insurance refunds death benefits purchase of special services post retirements district reporting requirements agency forms and other issues. Determines and explains benefit options and the taxes associated with those options. Determines recommends and/or implements appropriate actions necessary to resolve issues and process member requests including advising members and school district officials on necessary actions. Interprets and explains TRS and other applicable laws rules regulations policies procedures processes and forms. Receives and processes requests for informational booklets and forms. Performs Telephone Counseling duties including but not limited to taking member phone calls and responding to secure messages and chat as required when not performing Office Visit Counseling related functions. Documents and maintains member records by updating information into the computer database including collecting and recording accurate notes for member files.Presentation Administration Participates in the Office Visit Counseling presentation training. Conducts group presentations including workshops seminars and question and answer sessions to educate groups of members and school district officials regarding TRS benefits. Coordinates meeting logistics such as set-up of audio/visual and computer equipment handouts and other presentation materials. Delivers on-site information and counseling to workshop and seminar participants. May assist in the development of workshop and seminar presentations and materials. Utilizes a lap-top computer to provide on-site information and counseling to workshop and seminar participants. (Office Visit Counselor only)Program Support Researches and analyzes situations to identify causes of problems and determine appropriate resolutions. Confers with Benefit Processing Legal Accounting and other TRS staff and performs detailed research and analysis of member records via Imaging.Performs related work as assigned.WHAT YOU WILL BRINGRequired Education High school graduation or GED. Education and experience may substitute for one another.Required Experience (Office Visit Counselor Associate) 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. Experience conducting detailed presentations to groups of adults.Required Experience (Office Visit Counselor) 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 regulations and policies. Six (6) months as a TRS Benefit Counselor and successfully completing the probationary period and Office Visit training. Additional experience may not substitute for required TRS experience. Navigating and using computer systems and applications such as Microsoft Office and virtual meeting software Experience in conducting in-person interviews and/or counseling sessions or in providing in-person customer service regarding client or customer benefits. Experience conducting detailed presentations to groups of adults.Preferred Qualifications Associates or Bachelors degree from an accredited college or university. Experience in Health Insurance or Retirement. Experience communicating using web chat software. Bilingual in English and Spanish.Knowledge Skills and AbilitiesKnowledge of: TRS benefit programs. Public speaking and presentation delivery methods principles practices and techniques. Modern office practices and equipment.Skills in: 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 laptop computers and projectors. Using presentation software including Microsoft PowerPoint. Efficiently and accurately documenting information into various computer systems. Providing quality customer service.Ability to: 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 members school district officials and other contacts. Work effectively in a professional team environment.Military Occupational Specialty (MOS) Codes:Veterans Reservists or Guardsmen with experience in the Military Occupational Specialty ( ) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at with questions or for additional information.To view all job vacancies visit or more information visit.Required Experience:IC Key Skills Cobol,Council,Creative Production,ABAP,Insurance Paralegal,Light Vehicle Driving Experience: years Vacancy: 1 Monthly Salary Salary: 51465 - 61634