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Teachers Retirement Association (TRA) has been providing pension coverage for Minnesota educators for decades, with a mission to help members and their beneficiaries plan for an independent and financially secure retirement. We are currently seeking job candidates with strong leadership, communication, and mathematical skills to serve as TRA’s Member Services Director for TRA's Contact Center (a phone center environment).
This position is located in our Saint Paul, Minnesota office, and will require the incumbent to work a schedule that includes in-person work. Travel may be required up to 10% of the time for this role.
How to Apply:
Visit the MN Careers webpage: http://www.mn.gov/careers and search using the Job ID # 84365. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.
If you have questions about this position, or are an individual with a disability and need to request an accommodation for a scheduled interview, contact Justin Johnson at jjohnson@minnesotatra.org.
To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Justin Johnson at jjohnson@minnesotatra.org.
Working together to improve the state we love.
What do Minnesota's State employees have in common?
- A sense of purpose in their work
- Connection with their coworkers and communities
- Opportunities for personal and professional growth
Benefits:
As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.
Your benefits may include:
- Paid vacation and sick leave
- 12 paid holidays each year
- Low-cost medical, dental, vision, and prescription drug plans
- Fertility care, including IVF
- Diabetes care
- Dental and orthodontic care for adults and children
- 6 weeks paid leave for parents of newborn or newly adopted children
- Pension plan that provides income when you retire (after working at least three years)
- Employer paid life insurance to provide support for your family in the event of death
- Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
- Tax-free expense accounts for health, dental, and dependent care
- Resources that provide support and promote physical, emotional, social, and financial well-being
Support to help you reach your career goals:
- Training, classes, and professional development
- Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)
Employee Assistance Program (EAP) for work/life support:
- A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
- Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
- Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care
Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.
Teachers Retirement Association also offers free ramp parking at our Saint Paul Office location.
EQUAL OPPORTUNITY EMPLOYERS:
Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex(including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.
APPLICANTS WITH DISABILITIES
Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the job information line at 651-259-3637 or email careers@state.mn.us and let us know the support you need.
Responsibilities
The Member Services Director position exists to lead, manage, and direct the responsibilities of the Member Services department. In this role, the incumbent will supervise, train, develop, and engage with their staff to create, and retain a strong, diverse workforce. The incumbent will also be tasked with analyzing the department's statistics in order to recommend and implement best practices that enhance the services provided to TRA’s members and their beneficiaries. Lastly, the incumbent in this role will be part of TRA’s Operations and Management teams which involves participating, coordinating, and leading process improvement project(s) and enterprise initiatives.
Qualifications
Minimum Qualifications:
Four (4) years of progressive, professional experience in a call center environment providing customer service related to employee and/or government benefits administration, accounting, payroll, finance, or insurance.
A Bachelor’s degree in Business or Public Administration, Accounting, Finance, Math, Economics, or closely related field can substitute for one (1) year of experience.
Experience must also demonstrate the following:
- Leadership responsibility requiring the supervision/leadwork of staff and/or management of major enterprise project(s).
- Demonstrated experience performing and auditing complex calculations.
- Demonstrated experience in successfully presenting, explaining, and training on complex financial concepts to diverse audiences.
- Critical thinking and creativity skills to conceptualize innovative methods for educating audiences about retirement topics, as well as to analyze data to recommend solutions to improve customer experience and stakeholder partnerships.
- Strong knowledge of telephonic, scheduling, and computer systems commonly used in call centers.
- Ability to plan, organize, and successfully manage competing priorities, deadlines, and call center scheduling.
- Advanced proficiency in using Microsoft Word, Excel, Access, PowerPoint, and Outlook; WebEx Contact Center and/or Cisco Unified Contact Center; or equivalent software packages.
- Strong interpersonal, written communication skills, and verbal communication skills necessary to collaborate on enterprise projects and initiatives; communicate information about sensitive topics; influence others to resolve conflicting viewpoints; motivate, coach, and/or provide constructive feedback to employees; and champion a work culture that advocates for inclusion.
Successful candidates must also possess the ability to secure their transportation for in-state business travel and/or conferences. Travel may be required up to 10% of the time for this role.
Preferred Qualifications
- A Bachelor’s degree or higher in Business or Public Administration, Accounting, Finance, Math, Economics, or closely related field.
- Supervisory or management experience in a call center environment.
- Experience in a call center environment that provides both phone and chat services to customers.
- Experience using Calabrio services including Call Recording and Calabrio Workforce Management.
- Experience working for Teachers Retirement Association (TRA), Public Employee Retirement Association (PERA), Minnesota State Retirement System (MSRS), and/or another public pension organization.
Physical Requirements:
This position requires occasional transporting of articles such as file folders, ledgers and/or small tools. May be required to move or maintain a stationary position for long periods of time.
Additional Requirements:
** Successful candidates must pass a past-employer reference check and a criminal background check. **
It is the policy of TRA that all finalist(s) submit to a background check prior to employment. The background check may consist of the following components:
- State of Minnesota state government employment records check (applies to current and past State of Minnesota state government employees only)
- Criminal History Check
- Employee Reference Check
- Social Security and Address Verification
- Education Verification
- Driver's License Check
Teachers Retirement Association
Suite 400
Saint Paul, Ramsey, Minnesota 55113
US
