Working Title: Member Services Director

Job Class: Retirement Services Director

Agency: Teachers Retirement Association

• Job ID : 84365

• Location : St. Paul

• Telework Eligible : Yes

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers

• Date Posted : 02/28/2025

• Closing Date : 03/20/2025

• Hiring Agency/Seniority Unit : Teachers Retirement Assoc / Teachers Retirement Asc-MMA

• Division : TRA Pension Administration

• Work Shift/Work Hours : Day Shift

• Days of Work : Monday - Friday

• Travel Required : Yes - Up to 10%

• Salary Range: $37.60 - $54.16 / hourly; $78,508 - $113,086 / annually

• Classified Status : Classified

• Bargaining Unit/Union : 216 - Middle Management Association/MMA

• FLSA Status : Exempt - Executive

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

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).

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.

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.

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 a diverse audience.

• 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 past-employer reference checks 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

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.