Member Service Representative

STRS Ohio, STRS

The State Teachers Retirement System of Ohio (STRS Ohio) is seeking a Member Service Representative to join its Member Services Department.

Established in 1920 and serving Ohio’s educators, STRS Ohio is one of the nation’s largest retirement systems, serving over 500,000 active, inactive, and retired public-school teachers, and university faculty members, managing approximately $96.9 billion as of June 30, 2024, in assets and paying more than $7 billion in benefits annually.

STRS Ohio provides a competitive pay, and a comprehensive benefits package including on-site parking, educational assistance, subsidized medical insurance, fully paid dental and life insurance, vacation and sick leave, retirement benefits and on-site fitness center.  At STRS Ohio, you can experience rewarding work in a professional, business casual work environment. We welcome, celebrate, and promote respect for everyone. We are continually seeking bright and talented individuals to join our team.

Compensation:

$24.95 - $28.07 /hr.

Work Schedule:

8:00am-5:00pm Monday through Friday (Onsite)

General Summary:

Under the direction of a manager or supervisor, Member Services, receive inquiries by telephone from members, benefit recipients and others regarding State Teachers Retirement System of Ohio (STRS Ohio) benefits and services. Respond promptly to inquiries by telephone with a high degree of accuracy while maintaining a high level of quality service.

Summary of Responsibilities:

• Respond in an efficient manner to all inquiries regarding benefits and services in accordance with the Revised Code 3307, STRS Ohio Retirement Board rules and administrative policies. Calculate and explain values and benefits. Request appropriate documentation to enable internal departments to approve and acknowledge caller’s request.

• Input and retrieve computer information necessary to respond to inquiries, including mainframe and other software applications.

• Receive requests for information, processes and documents and respond in an accurate and timely manner. Identify and refer to online resources and provide printed resources if necessary.

• Maintain records and document information about calls as directed on various systems. Coordinate and complete successful transfer of call “ownership” to departments to ensure member satisfaction. Provide administrative support for the member services center to include returning calls routed to member services center, providing online access to online materials and resources and mailing printed materials if necessary, ordering and maintaining supply inventory, processing returned mail and distribution of updated literature impacting calls received.

• Provide basic technical assistance and guidance to contract regarding online access to STRS Ohio self-service applications, navigating various platforms and tools to provide efficient and effective support to customers.

• Verify caller and account information to prevent fraudulent activity. Review activity to detect suspicious transactions and address member fraud inquiries swiftly. Escalate incidences with detailed information to appropriate team members.

• Exercise and maintain current knowledge of benefit, legislative and administrative changes, as well as current events including health care issues that impact STRS Ohio members.

• Suggest and participate in implementing initiatives to improve member service center effectiveness and quality service. Work well as a team to solve problems and make decisions.

• Consistently meet the established quality and quantity service standards established for the member services center, which support the mission and vision of STRS Ohio.

The above list of duties is intended to describe the general nature and level of work performed by persons assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the persons so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of employees under supervision.

Summary of Qualifications:

• High school diploma or equivalent required.

• College-level coursework or three years’ relevant experience required.

• Two to three years’ experience in a customer- service environment required; STRS Ohio benefit experience preferred.

• Thorough knowledge and understanding of the S