Telephone Counselor Associate; Remote Residents

Requisition : req
1464
Employment Type: Unclassified Regular Full-Time (URF)
Division: Pension Services
Compensation: 48,620., Annual Salary
Job Closing: 10/30/2026 at 11:59 PM (CST)
Location: 100% Remote

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 you’ll 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, 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.

Do you have a favorite teacher who made an impact on your life? 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 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 remote work‑from‑home Telephone Counselor Associates. If you join our team, you will be able to participate in our comprehensive benefits package and have the option to help secure your retirement with a TRS pension.

*** Candidates must reside in Texas
*** to be considered for this position.

Successful candidates must report in-person to New Employee Orientation at a TRS office in Austin or El Paso, Texas on
January 4, 2027.

• Participates in the TRS Benefit Counseling training program.
• Counsels members and assists 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.
• Resolves and responds to telephone inquiries and complaints.
• May research and resolve complaints and problems regarding service and disability requirements, projected benefits, health benefits, refunds, death benefits, purchase of special services, post retirements, district reporting requirements, agency forms, and other issues.
• Determines and explains benefit options and associated taxes.
• Determines, recommends, and implements appropriate actions to resolve issues and process member requests, including informing and making recommendations to members and school district officials on necessary measures.
• Interprets and explains applicable TRS rules, regulations, policies, procedures, processes, and forms.
• Receives and processes requests for informational booklets and forms.
• Documents and maintains member records by updating information into the computer database, including collecting and recording accurate notes for member files.

Performs related work as assigned.

• High school diploma or GED.
• Education and experience may substitute for one another.

• One (1) year of full-time experience in a call center, contact center, banking, accounting, claims processing, benefit processing, 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.

• None

• Associate’s or Bachelor’s…