Job Description

Full Time

The Employees Retirement System of Texas (ERS) administers 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!

Benefits counseling is the front line in supporting ERS members as they navigate day-to-day decisions related to their benefits. 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 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: $24.35/hr– $4,350 / month after conversion

Benefits Value: $1,428+ / month after conversion

• Defined Retirement Benefit Plan
• Optional 401(k) and 457 accounts
• Medical Insurance
• Optional Benefits such as dental, vision, and life insurance
• 8 hours sick leave per month
• 8 hours vacation per month with potential to earn more with longevity
• Additional paid time off (PTO) earning opportunities
• Employee Assistance Program (EAP) services

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

In addition to the compensation and benefits package, the hours of operation in the ERS Benefits Counseling center are 8 a.m. – 5 p.m., Monday through Friday. This means no weekends or shift work! ERS closes for nine holidays throughout the year, including Thanksgiving Day and the day after, as well as Christmas Eve through the day after Christmas.

ERS employees enjoy free parking nearby, and we are within walking distance of many bus routes, other public transportation options, restaurants, downtown Austin events and iconic venues.

ERS Benefits Counseling is devoted to providing continuous learning and professional development.

What will you 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

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.

1. Three (3) years customer focused experience, identifying and resolving issues one-on-one with customers.
2. Two (2) years of experience educating and/or counseling a wide variety of customers on policies, procedures, laws or rules.
3. One (1) year of qualifying experience with Windows-based computer software, including Microsoft Office, and internet browsers.

Preferred Qualifications

1. Experience in claims processing or benefits processing
2. Customer service related experience involving interpreting, applying, and communicating complex laws, regulations, and policies.
3. Experience conducting in-person counseling sessions or in-person customer service regarding customer/employee benefits.
4. Experience in health insurance or retirement benefits

Other Information

Special Requirements:
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.

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