Under the supervision of the Deferred Compensation Operations Supervisor, the TRS Representative is accountable for receiving inquiries by telephone and email from TRS employers, members and others regarding the TRS Supplemental Savings Plan (SSP) deferred compensation plan. The incumbent is expected to accurately respond to a large volume of inquiries while maintaining quality service. In addition, the incumbent is required to maintain basic knowledge of the Illinois Pension Code, the SSP Plan Document and Internal Revenue Code Section 457(b).

This position will respond to telephone and email inquiries regarding technical questions concerning SSP eligibility, enrollment and SSP deferral processing and reporting. This position is responsible for providing accurate information to TRS employers, members, and staff regarding the SSP and related policies and procedures.

(Continued)

The incumbent is required to provide courteous, accurate, and prompt service, and present a professional and positive image of the System and the SSP when interacting with employers, members, coworkers and external contacts. This position requires extensive collaboration, sound decision making skills and the ability to properly structure activities in a manner that allows for the timely completion of assignments, tasks, and goals.

With almost 1,000 covered employers and over 140,000 eligible members, the TRS Representative will play a pivotal role in the front-office operations of the TRS SSP 457(b) Plan. The incumbent must possess organizational skills, sound analytical skills and the ability to communicate effectively with employers, members, coworkers, and third-party administrators both verbally and through written correspondence.

Essential Functions

• Correctly log into the Call Center phone system and be available to receive telephone inquiries regarding the SSP at the start of the assigned work shift. Correctly log out of the Call Center phone system during breaks, meetings, lunch breaks and at the end of the assigned work shift.
• Ensure participant and employer issues are resolved timely Respond, analyze, or recommend solutions to inquiries in accordance with statutory requirements, rules and procedures. Document the calls, emails and actions as directed.
• Initiate requests for additional assistance for complex issues requiring expertise for resolution, according to the established procedures in an accurate and timely manner.

• Direct inquiries to the employer or third-party administrator, when appropriate.
• Provide basic training of TRS and SSP policies to employers via verbal as well as written communications.

Essential Functions (Continued)

• Assist employers with plan questions and resolving reporting issues, including but not limited to meeting one on one with employers to step them through the SSP employer reporting process in Gemini or performing outreach to employers regarding reporting delinquent deferrals and assisting these employers with reporting in Gemini.

• Perform voice mail call backs and email responses, as assigned.
• Suggest and participate in implementing initiatives to improve customer service and Call Center effectiveness.
• Maintain an understanding of statutory requirements, Internal Revenue Code Section 457(b) rules, the TRS SSP Plan Document, and SSP policies and procedures.
• Assist Deferred Compensation staff with tracking and administrative duties, as needed.
• Perform other duties as required or assigned.

Knowledge/Skills/Abilities

• Demonstrates customer service skills
• Friendly and service oriented
• Maintains a high degree of professionalism
• Demonstrates a high level of accuracy, even under pressure
• Ability to analyze and interpret data

Minimum Requirements

• Associate degree in business administration, public administration, accounting, or a related field; or three (3) years of related experience in public or multi-employer pension administration, private pension plans, benefits administration, payroll, customer service, or a related field in lieu of a degree.
• Two (2) years of professional experience in a payroll, benefits administration, pension administration, or customer service role is preferred.
• Excellent oral and written communication and interpersonal skills are required
• Working knowledge of Microsoft Office is required

• Knowledge of public pension and/or defined contribution/deferred compensation plans is preferred