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 $123 billion, TRS serves over 274,000 members, providing them with retirement, disability, and death benefit services.

At TRS, we seek dedicated professionals who are passionate about their work and committed to excellence. We pride ourselves on our member-centric culture, focused on delivering outstanding service and support to our members.

Position Summary
The Service Request Center is seeking a Member Services Representative to support the agency’s transition to the Service Request Management (SRM) model. This position plays a central role in ensuring that members and beneficiaries receive timely, accurate, and consistent service as agency processes continue to modernize.
Key responsibilities include evaluating incoming service requests for eligibility, accuracy, and completeness; resolving complex and escalated inquiries; and identifying opportunities to improve SRC processes and overall service delivery. The ideal candidate is comfortable working in a high-volume, fast-paced environment, demonstrates strong analytical and problem-solving skills, and maintains a high level of accuracy and attention to detail.

Key Responsibilities

Service Request Management and Escalation

- Review and evaluate a high volume of electronic and hard-copy service requests for eligibility, accuracy, and completeness.
- Contact members and beneficiaries to obtain missing information, resolve discrepancies, and support timely processing.
- Research, analyze, and resolve complex or escalated service requests, including matters referred by executive management.
- Manage assigned service requests and ensure completion within established service-level agreements and processing standards.
- Maintain accurate records of member interactions, case activity, decisions, and resolutions.

Process Improvement and Training

- Collaborate with business units and key stakeholders to evaluate and improve service request processes.
- Identify recurring issuesand recommend improvements to enhance efficiency and the member experience.
- Support the cross-training of Member Services Representatives on new SRM features, procedures, and workflows.
- Partner with technical writers and subject-matter experts to develop, review, and update policies, procedures, training materials, and reference guides.
- Participate in system testing, process reviews, and other modernization initiatives, as assigned.

Documentation, Quality, and Compliance

- Maintain and update Service Request Center policies, procedures, and operating guidelines.
- Ensure service requests are handled consistently and in accordance with applicable policies, procedures, and quality standards.
- Identify opportunities to improve service request documentation, routing, tracking, and resolution.
- Protect confidential member and beneficiary information and comply with all applicable privacy and security requirements.

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.

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.