About TRS

Since 1917, the Teachers’ Retirement System of the City of New York (TRS) has been securing better futures for NYC educators. With a pension fund valued at approximately $120 billion, TRS serves over 215,000 members, providing them with retirement, disability, and death benefit services.

Position Summary

Join our dynamic Service Request Center (SRC) team as a Member Services Representative and become a pivotal player in our agency's modernization journey. As we transition all business processes to the Service Request Management (SRM) model, you will be at the forefront of ensuring a seamless and efficient experience for our members and beneficiaries.
Beyond evaluating service requests for eligibility, accuracy, and completeness, you will serve as a critical Subject Matter Expert (SME) in multiple business processes. Your expertise will be instrumental in conducting usability testing and User Acceptance Testing (UAT) for new Modernization features, providing valuable business insights to our Modernization teams. You will also play a key role in cross-training MSR teammates, ensuring everyone is equipped to navigate the evolving SRM landscape.
Your dedication to member-centricity will be evident as you proactively address escalated issues, resolve complex inquiries, and champion process improvements. If you thrive in a fast-paced environment where your expertise directly impacts service delivery, this is the perfect opportunity to make a significant contribution.

Key Responsibilities

Service Request Management & Escalation:
- Evaluate high volumes of service requests (hardcopy and electronic) for eligibility, accuracy, and completeness.
- Proactively contact members and beneficiaries to resolve discrepancies and expedite processing.
- Analyze and resolve escalated cases, including those directed to executive management, with speed and accuracy.
- Ensure requests are completed according to defined SLAs.
Subject Matter Expertise & UAT:
- Serve as a primary SME for both development functionality in Modernization and existing functionality in production support issues.
- Conduct thorough usability testing and UAT for new ASPEN features, providing critical feedback to Modernization teams.
- Implement business rules and validate functionality to ensure alignment with Operational Level Agreements (OLAs) and Service Level Agreements (SLAs).
- Serve as the primary point of contact for dissatisfied members/beneficiaries, providing empathetic and effective solutions.
- Oversee and manage quality assurance of business fulfillment readiness.
Process Improvement & Training:
- Collaborate with business units and stakeholders to review and improve existing business processes.
- Assist in cross-training MSR teammates on new SRM features and processes.
- Serve as an SME to SRC staff and agency colleagues, participating in training as needed.
- Collaborate with technical writers to document and update policies and procedures.
Documentation and Compliance:
- Document and maintain SRC unit policies and procedures.
- Provide input to procedures for efficient service request handling.

ASSISTANT RETIREMENT BENEFITS - 40491

1. An associate degree or completion of 60 credits from an accredited college, including or supplemented by 9 credits in mathematics, statistics, accounting, and/or actuarial science; or

2. A four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience performing mathematical, statistical, actuarial or accounting computations in one or more of the following: a) a retirement or employee benefits plan; b) customer service in a financial
institution; and/or c) in a position requiring the application of laws, rules and regulations and the use of statistical, actuarial or similar tables; or

3. A satisfactory combination of education and/or experience equivalent to “1" or “2" above. College education may be substituted for experience in “2" above on the basis that 30 semester credits from an accredited college may be substituted for each year of required experience. However, all candidates must posses a four-year high school diploma or its educational equivalent and either 9 semester credits
in mathematics, statistics, accounting and/or actuarial science from an accredited college or one year of experience as described in “2" above.

- Proven experience in conducting usability testing and UAT. - Strong understanding of service request management processes. - Excellent analytical and problem-solving skills. - Exceptional communication and interpersonal skills. - Proficiency in using computer systems and databases. - Ability to work independently and collaboratively in a fast-paced environment. - Experience resolving escalated customer service issues. - Knowledge of SLA and OLA management.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

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.