Since 1917, Teachers’ Retirement System of the City of New York (TRS) has been building better tomorrows for the educators of New York City. TRS serves over 215,000 members with a mission to provide them retirement, disability, and death benefit services.

Applying the appropriate business rules, the Service Request Center (SRC) validates incoming forms for multiple processes, contacting members and beneficiaries for additional information as needed.


Job Description

The successful candidate will play a critical role assisting in the daily supervision of SRC staff and processes and ensuring that all team members have a complete and accurate understanding of service request validation across ASPEN business processes. The Team Lead will also be the primary subject matter expert for TRS' ongoing Modernization and continuous quality improvement initiatives.

Responsibilities

- Troubleshoot functionality and data issues for staff; develop short-term workarounds, as appropriate, and coordinate with IT, and/or vendors, when long-term solutions are required.
- Serve as SRC’s subject matter expert for both development functionality in Modernization and existing functionality in production; raise support issues; and perform user acceptance testing as needed.
- Generate and maintain monthly SRC reports from Tableau and ASPEN for upper management.
- Provide direct support in expediting escalated cases, coordinating with upper management and the back office as needed.
- Assist with creation and maintenance of SRC procedure documentation.
- Ensure that service requests meet established OLAs and SLAs.

Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" above.

What You'll Need to Succeed - 5 years successful experience working with NYC pension benefits - Comprehensive knowledge of NYC pension benefits for teachers - Outstanding verbal and written communication - Ability to manage multiple priorities in a fast-paced work environment - Demonstrated expertise working in ASPEN system - Demonstrated ability to deescalate interactions with irate customers - 5 years successful customer service experience - 3 years UAT experience preferred - 2 years supervisory experience preferred Competencies - Effective Communications - Analytical Thinking - Member Focus - Team Focus

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.