TRSY-SERVICE COUNSELOR 2-65080

Executive Service

Who we are and what we do:

The Tennessee Department of Treasury impacts the lives of Tennesseans every day. Treasury is responsible for many of the financial operations of state government, including managing more than $100 billion in assets through its various investment programs. We administer and invest the State's Retirement Program, RetireReadyTN, which combines the state pension plan, Tennessee Consolidated Retirement System, and the State's Defined Contribution plans. Treasury serves all Tennesseans by helping to educate and empower them to make smart financial choices, and by providing public-serving programs in the areas of college savings, financial literacy, unclaimed property, risk management, criminal injuries compensation, and more.

How you make a difference in this role:

The Service Counselor 2 represents the Department of Treasury by providing prompt, efficient, and accurate customer service. Each call will be answered with a warm and friendly tone that demonstrates willingness to assist, empathy, and concern. This position is expected to use effective listening and root cause analysis to uncover the caller's needs. The agent is also expected to resolve all the caller's issues or provide a timeframe for resolution. In between phone calls, the agents will complete administrative duties to include:

• Responding to inquiries sent to the Customer Support email box.
• Responding to customer requests received through electronic tracking.
• Mail or email forms, guides, and tax information to members as requested.
  

At the present time, this position is primarily remote, with occasional required in-person meetings. It is anticipated that the department will regularly utilize its downtown Nashville office on a hybrid schedule in the future. Job location is subject to change at the discretion of the Department. The successful candidate should live in Tennessee and provide sufficient internet connection.

Key Responsibilities:

• Log into phones daily and be available for incoming calls the entire shift.
• Responding to customer concerns or questions from the RetireReadyTN (Empower) team as well as calls received directly from TCRS members and employers.
• Journal information in the member record regarding query and information.
• Assist with the development of participant and employer communications.
• Serve as an advocate for the member by demonstrating accountability and ownership to resolve issues.
• Appropriately triage callers to specialty areas when needed.

Navigate systems across multiple lines of business (Concord, Library Manager, Work Manager) to research and review member accounts and document outcomes in the member record.

• Research and proactively report critical business issues to management as they arise.
• Serve as a subject matter expect and provide guidance on best practices and procedures to external partners.

Minimum Qualifications:

Graduation from a four-year college or university
One (1) year of experience in handling public sector inquiries or transactions and director customer care or working in a high-volume call center or customer service department.

Required Experience:

Bachelor's degree in business, business related discipline or communications
Proficiency in the use of PC and proprietary customer database screens to retrieve and enter data

Pursuant to the State of Tennessee's Workplace Discrimination and Harassment policy, the State is firmly committed to the principle of fair and equal employment opportunities for its citizens and strives to protect the rights and opportunities of all people to seek, obtain, and hold employment without being subjected to illegal discrimination and harassment in the workplace. It is the State's policy to provide an environment free of discrimination and harassment of an individual because of that person's race, color, national origin, age (40 and over), sex, pregnancy, religion, creed, disability, veteran's status or any other category protected by state and/or federal civil rights laws.