Counselor-Lisle

Job Summary

Under the supervision of the Lisle Office Manager, the Benefits Counselor is responsible for providing factual information to members of the Teachers’ Retirement System regarding benefits and retirement options. The incumbent responds to a large volume of inquiries by conducting teleconferences, individual in-house counseling sessions, individual field conferences and large group presentations. The incumbent provides guidance and assistance to TRS contributing members, annuitants and staff regarding eligibility, retirement options and the consequences associated with various retirement scenarios pursuant to the Illinois Pension Code and the Illinois Retirement Systems Reciprocal Act.

Services are provided through individual counseling sessions and large and small group meetings. Travel and evening work is required. The incumbent is required to possess a valid driver’s license. A working knowledge of the Illinois Pension Code and the Administrative Rules is required. The incumbent must maintain an understanding and the ability to explain various statements produced by TRS, Central Management Services and the Office of the Comptroller.

A comprehensive knowledge of the benefits available through the Teachers  Retirement Insurance Program (TRIP) and the State of Illinois group insurance plan is required. In addition, the incumbent must maintain a working knowledge of the various TRS forms used for processing benefits.

The incumbent is required to possess excellent analytical, computational, interpersonal and communication skills. The ability to adjust the style of communication when explaining complex calculations and concepts in an understandable manner is required. The incumbent must possess the ability to handle unusual, sensitive, and challenging member situations. The incumbent is required to provide courteous, accurate and prompt service, and present a professional and positive image of the System when interacting with members, co-workers, and external contacts.

• Maintain an understanding of existing statutory requirements, rules and procedures that determine retirement options and benefits.
• Use Excel spreadsheets and computerized procedures to process information requests and calculate benefit estimates including age retirement annuities, reversionary, reciprocal and single-sum retirements.
• Analyze and prepare all necessary calculation and benefit information in order to provide comprehensive and concise information to members via teleconferences, individual conferences and correspondence.
• Conduct individual field conferences and teleconferences.
• Make oral presentations at member meetings explaining TRS benefits and new legislation.
• Edit the standard meeting presentation to meet the needs of different member groups such as state employees covered by TRS or retired members.
• Conduct individual counseling sessions via Teleconference, video, or In-office.
• Respond to member emails according to standard procedures.
• Analyze inquiries, recommend solutions, or refer cases with complex issues to the Benefits Counseling Manager according to established problem resolution procedures.
• Receive requests for income verification letters, publications, specialized forms and other documents; respond in an accurate and timely manner.
• Assist the Call Center by receiving and responding to telephone inquiries, requests and complaints regarding benefits and services in accordance with existing statutory requirements, rules and procedures. Document calls in STAR.

• Compose correspondence for review by a fellow benefits counselor.
• Participate in internal and external training programs designed to improve performance in any aspect of counseling.
• Accurately schedule appointments for both the Springfield and Lisle offices according to approved procedures.
• Initiate various claims such as age retirement annuities, single-sum retirements, death, refund and disability claims.
• Provide Web assistance to members enrolling in the TRS Member Account Access area and assist members when problems occur with their accounts.
• Assist in training new Counseling and Call Center staff when…