Main Office (327-100001) (327TX-100001)
200 E 18th Street
Austin, 78701

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As of Tuesday, 04/09/2024 this posting is ON HOLD. All applications received on or after 04/09/2024 will be held in the HR office and not screened. ON HOLD means the hiring manager has received a sufficient amount of applications to review. The hold is removed either when the posting is closed and the position is filled or if the hiring manager decides to see additional applications. At that time, all applications received on 04/09/24 and after will be screened and any meeting minimum qualifications will be sent to the hiring manager for further consideration.

Training for this position will start Tuesday, July 9, 2024 and candidates selected must be available for the duration of training. Opportunities to be hired prior to July 9, 2024 may be available. All Benefits Counselors are provided with an agency issued laptop and headset.

This position is hybrid with some work days spent in the ERS office providing customer service over the phone, in person, and through virtual channels.

Who We Are:

The Employees Retirement System of Texas administers the benefits for State of Texas employees, retirees, and some employees of higher education institutions. These benefits, funded by participating members and the state, are an investment in the state workforce. More than 541,500 people rely on these benefits daily!

The ERS Benefits Counseling team is the front line in supporting our members as they navigate day to day decisions related to their benefits. Interactions with members are handled through phone calls, in person communication and email. We strive to provide supportive education and guidance to our members and their families as they move through all stages of life and career.

Who You Are:

We are looking for Benefits Counselors to work remotely from their home and in person providing exemplary insurance and retirement benefit education, problem solving, and guidance to our members over the phone, through in person and virtual meetings, at our front desk, and by email.

To be successful as a Benefits Counselor, you will have a passion for serving people and be able to work both independently and collaboratively as a part of a supportive team.

Successful candidates will:

· Be service oriented and customer focused

· Be empathetic

· Have a strong sense of self awareness

· Be adaptable

· Be problem solvers

· Have a proven track record of good judgement and decision making at work

· Welcome feedback and have a professional approach to implementing it

· Be able to successfully complete ERS Benefit Counselor training program

· Be interested in personal and professional growth

Starting Salary: $4,350 / month

o Potential pay incentives for meeting performance targets within the first two years as a Benefits Counselor.

Benefits Value: $1,428+ / month

o Defined Retirement Benefit Plan

o Optional 401(k) and 457 accounts

o Medical Insurance

o Optional Benefits such as dental, vision, and life insurance

o 8 hours sick leave per month

o 8 hours vacation per month with potential to earn more with longevity

o Additional PTO earning opportunities

o EAP services

As an ERS employee, Benefit Counselors receive a total competitive benefit package valued at $5,778 / month.

In addition to the above compensation and benefits package, the ERS Benefits Counseling hours of operation are 8:00 am – 5:00 pm Monday through Friday. This means no shift work! ERS closes for 9 holidays throughout the year, including Thanksgiving Day and the day after, as well as Christmas Eve through the Day after Christmas.

ERS employees receive free parking in the area, and we are in walking distance of many different bus routes, other public transportation options, different restaurants, and downtown Austin events and venues.

The ERS Benefits Counseling team is devoted to providing ongoing career learning and skill development for its Benefit Counselors.

What you will do:

As a hybrid remote/in office Benefits Counselor in our Benefit Counseling department, you will work in a fast-paced environment answering highly complex incoming inquiries through telephone calls, email, and various in person/face to face channels such as front desk, virtual meetings, in person visits, and group presentations. Inquiries come from Texas state employees and retirees with questions regarding health, dental, and life insurance benefits, retirement eligibility, and retirement or benefits problem resolution issues. Benefits Counselors educate employees and retirees and promote other ERS services that support members. Work is performed under the supervision of the Benefits Counseling leadership team with considerable latitude for the use of initiative and independent judgment.

· Efficiently answers questions, educates, and counsels ERS members regarding state employee benefits programs, including insurance, retirement, online tools, and any ERS related matters over the phone.

· Communicates tactfully and provides information in a clear and concise manner. Manages communication style to match customers with various levels of knowledge and experience.

· Uses sound decision-making and judgment skills and appropriately applies and interprets existing law, pending legislation, rules, policies and procedures.

· Promotes ERS related tools, services, and programs.

· Provides exceptional customer service and benefits counseling as defined by service delivery standards.

· Assists Benefits Counseling leadership with handling moderately complex and escalated member inquiries.

· Provides moderate training support to other Benefits Counseling team members.

· Performs other duties as assigned.

Required Minimum Qualifications: Your application for employment must reflect how you meet each of the following minimum qualifications:

1) Graduation from an accredited senior high school or equivalent, plus 60 semester hours of college credit from an accredited college or university. Each year of related work experience over the minimum requirement may be substituted for one year (30 semester hours) of college credit.

2) Three (3) years customer focused experience identifying and resolving issues one on one with customers.

3) Two (2) years of experience educating and/or counseling a wide variety of customers on policies, procedures, laws or rules.

4) One (1) year of qualifying experience with Windows based computer software, including Microsoft Office and Internet browsers.

Preferred Qualifications: Your application for employment should reflect how you meet the following preferred qualifications:

5) Experience in claims processing or benefits processing

6) Customer service related experience involving interpreting, applying, and communicating complex laws, regulations, and policies.

7) Experience conducting in-person counseling sessions or in-person customer service regarding customer/employee benefits.

8) Experience in health insurance or retirement benefits

PLEASE NOTE: All applications should contain complete job history entries, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

Other Information:

All counselors must successfully complete the ERS Benefits Counselor training program. After successfully handling phone calls for a period of time, hybrid employees will begin to support members through various in person channels.

ERS will provide a laptop and other equipment necessary to do the job. Counselors wishing to work from home periodically are responsible for providing their own high speed internet connection (100 mbps recommended) and preferred office furniture/setup.

ERS operates in a hybrid work environment. Each week, some days are spent working at the ERS office and the rest working from home free of background noise and distractions.

This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquires can be made to employment@ers.texas.gov.

Military Occupational Specialty Codes:

There is no Military Occupational Specialty (MOS) code for this job classification. Please contact Human Resources at employment@ers.texas.gov with questions or for additional information.

Additional Military Crosswalk information specific to this posting can be accessed at the State Auditor’s office link below. Compare the Class Number in the ERS job posting to the Class Code on the State Auditor’s Office listing of job descriptions. The Military Crosswalk appears under Occupational Category for each job description. http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.

How to Apply: Ready to join the dedicated, customer-focused team at ERS? Submit the following to the ERS Human Resources Office by 5 P.M. on the closing date:

· A State of Texas Application for Employment submitted online through CAPPS Recruit.

o Use the link below to create a CAPPS Recruit account and build your profile on the “My JobPage” tab in the upper left corner of the screen.

https://capps.taleo.net/careersection/327/jobsearch.ftl?lang=en

o Once your profile is complete, click on the “Job Search” tab in the upper left corner of the screen to view available career opportunities and submit your application.

o Note: Resumes will be accepted only as supplements to a State of Texas Application for Employment.

Applications submitted through Work in Texas:

If you apply for an ERS position via Work in Texas https://www.workintexas.com/vosnet/Default.aspx, you will also need to complete a supplemental questions form. For more details, refer to the instructions in the email you receive from CAPPS Recruit.

Please contact a Human Resources representative if you need assistance or require accommodation during the application process.

Email: Employment@ers.texas.gov Web: www.ers.texas.gov

Relay Texas TDD: (800) 735-2989

LinkedIn: https://www.linkedin.com/company/employees-retirement-system-of-texas/