Administrative Associate

POSITION POSTING: Massachusetts Teachers’ Retirement System

FUNCTIONAL

TITLE:

Administrative Associate – Contact Center

LOCATION: 500 Rutherford Ave., Charlestown, MA

STARTING SALARY: $46,800

DATE OF POSTING: May 12, 2026

____________________________________________________________________________________

The Massachusetts Teachers’ Retirement System (MTRS) is the pension plan for the Commonwealth’s public‑school educators. The plan provides retirement, disability and survivor benefits to more than 71,000 recipients and maintains and services retirement accounts for over 102,000 active members.

Our mission is to ensure that members of the MTRS achieve and maintain a successful and secure retirement through responsible benefits administration, financial integrity and the provision of outstanding services.

Working under the general supervision of the Director and Assistant Director of Contact Center Services, the Administrative Associate will be responsible for performing a wide variety of operational support for the Contact Center and the agency.

• Log and track all files for scanning through the Tab Fusion file management system.
• Perform document preparation, scanning, indexing and validation on all agency documents as required.
• Accurately process all documents to the correct queue using the Kofax scanning system and generate reports as needed.
• Process certain member‑submitted account maintenance forms in a timely and accurate manner, and pursuant to established workflows (e.g., beneficiary designation forms).
• Communicate professionally, both verbally and in writing, with members of the MTRS.
• Perform member reception duties, including answering and accurately directing incoming phone calls; greeting visitors in a friendly, courteous and professional manner; reviewing forms submitted in person for completeness; notifying staff members of appointment arrivals and package deliveries in a timely and courteous manner; and maintaining cleanliness of the reception area.
• Open, sort, date‑stamp and accurately distribute all incoming mail; date‑stamp and log all incoming checks in our Oracle database.
• Process all outgoing mail using Pitney Bowes mailing machine.
• Provide friendly, efficient and professional office support services.
• Work independently, as well as participate in decisions affecting the workflow and performance of the team.
• Fully participate in all group meetings, training programs and all unit and agency projects as needed.
• Perform other duties as assigned by the Director and Assistant Director of Contact Center Services.

High school diploma or equivalent, with associate’s degree preferred.

• Enthusiasm, a positive attitude, and the ability to maintain harmonious relationships with the membership, employers, members of the public and MTRS staff.
• Commitment to our mission and competent, compassionate and quality service always.
• Ability to communicate effectively and professionally with members and the public.
• Excellent written and verbal communication skills.
• Detail oriented with strong organizational abilities.
• General knowledge of services provided by the agency and reasonable knowledge of basic functions of the agency to better assist callers and walk‑ins concerning direct deposit, tax withholding, downloadable forms and address change procedures.
• Ability to understand retirement laws and regulations.
• Ability to follow instructions and function both independently and as a member of a team.
• Must be flexible and able to handle a multitude of tasks.
• Proficiency with Microsoft Office, particularly with Word and Excel.
• Ability to work in the Charlestown office full time.
• Report to work at scheduled start time demonstrating punctuality and reliability.

Hours of work are Monday through Friday, 9 AM to 5 PM (30-minute lunch), or 8:45 AM to 5 PM (45-minute lunch). While some MTRS positions allow hybrid telework arrangements based on operational need this specific position is not eligible for telework.

Interested applicants must apply online through Mass…