Internal applicants must apply by 11/17/2026
SUMMARY
Member Education Counselors demonstrate comprehensive customer service and benefits proficiency and will execute all phone, web-based, and in-person member counseling related duties and will be responsible to act as liaison between IMRF and its members, annuitants, and beneficiaries; to foster interactive informed and collaborative working relationships by providing excellent customer service. Member Education Counselors provide thorough answers regarding complex member questions and communicate information, respond to requests, solve problems; provide excellent support to our customers in a professional, courteous, and expedient manner. Member Education Counselors will also serve as backup for reception duties and responding to members through secure email messages.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Coordinates and conducts phone, web-based, and in-person individual, group meetings, webinars, and workshops to educate and explain all member benefits under Article 7 and Article 20 of the Illinois Pension code. Will assist members on all IMRF processes, procedures, inquiries on policies and procedures and the use of member self-service portals.
• Provides individual counseling with members and member-related employer meeting requests regarding documents, procedures, and policies.
• Contributes to the development of department procedures and educational materials, webinars, and workshops.
• Provides feedback to department leadership regarding the concerns of members.
• Work with University of Illinois Extension and other vendors for summer and fall series of webinars for Retirees. Subject matters will cover lifestyle and financial series.
• Enters calls, emails, counseling sessions, meetings, and other transaction information into the line of business database.
• Forwards business expense reports, credit card vouchers, and meeting sign-in sheets on weekly basis to Member Education Supervisor.
• Attends and participates in staff meetings virtual or in-person as required by Member Education Supervisor.
• Collaborates with Member Education Supervisor with scheduling webinars, workshops, and other stakeholder (IEA) related meetings.
• Communicate areas of difficulty and problems to supervisor(s) and manager; communicate pending problems to appropriate IMRF staff.
• Maintain a work progress that meets the service goals established by the Member Customer Services Manager.
• Act as a liaison between Member Education Services department and all processing departments, share best practices and facilitate inter-department knowledge sharing.
• Foster a positive, team-centered culture in support of our Values and individual accountability.
• Support achievement of the organization's Journey of Excellence, Mission, Vision and Strategic Objectives of IMRF.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor's degree (BA or BS) from four-year College or university AND two years related experience.
OR
Associates degree or 60 college credits AND four years of customer service experience. Business-related major preferred. PLUS
• Direct Contact with customers & clients via telephone, and/or face-to-face
• Experience with group presentations
• Administration of pension plan benefits
Preferred candidate will also demonstrate:
1. Excellent public speaking skills
2. Must have strong Microsoft Office skills including Outlook, Word, Excel, and PowerPoint.
Language Skills
Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to all levels of management including executives, public groups, and/or the Board of Trustees.
Mathematical Skills
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of legal information or documents, technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Certificates, Licenses, Registrations
Valid driver's license.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The employee must be able to drive for long periods and stay alert. Overnight stays may be required.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be exposed to fumes or airborne particles and outside weather conditions. The employee is occasionally exposed to moving mechanical parts, toxic or caustic chemicals, and risk of electrical shock. The noise level in the work environment is usually moderate. The employee may be occasionally exposed to uncomfortable work conditions while performing duties at the employer sites, which may be in township garages, trailers, barns, etc. Extreme driving conditions - both winter and summer-may include car exhaust, long delays due to road repairs, etc.
Additional Information/Requirements
The employee must possess excellent organization skills, the ability to work independently, an extroverted personality, public speaking skills, and time management skills. The employee must have the ability, flexibility, and adaptability to learn new technologies.
The employee must also be an excellent problem solver; detail oriented, self-motivated, personable, self-starter, and be available to work evenings and weekends. The normal working day requires 7 hours per day, within the regular IMRF flextime hours, with one hour allowed for lunch. However, the nature of this position may require some evening and/or weekend work to conduct or attend meetings and programs. These occurrences should typically be scheduled in advance to assist the employee in advanced planning/scheduling. On normal fund operating days, employees will coordinate with their leader to determine the ability to modify their normal work hours to accommodate an evening appointment. Any time worked that extends the normal working days, or work on the weekends will be compensated as outlined in the Employee Handbook for overtime. Any time taken off during the normal working day (other than to adjust hours for evening meetings or programs) must be accounted for as vacation, sickness, or personal time. May occasionally require overnight stays of one - two nights per month
This position will be primarily scheduled to work in the Oak Brook and Springfield offices but may have Fund business to conduct at various venues or employer locations. Must be willing to travel to various employer sites throughout the state as requested or assigned. The Member Education Counselor will be responsible for the safety and security of IMRF data and property.
Remote work equipment will be provided by IMRF will include laptop, monitor(s), and docking station. Equipment necessary for work done outside the IMRF or home offices such as projectors, portable scanners, and internet hotspots will be available to employees for the days the need for the additional equipment exists. For travel purposes for offsite events, employees will be paid current milage rates for personal vehicle usage and be subject to all the rules outlined in the Employee Handbook, Code of Conduct, and IMRF Travel Policy.
Salary and Benefits
The expected annual salary range for this role is $86,516- $95,167.60. Please note the salary information is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. The range listed is just one component of IMRF's total compensation package for employees.
Other factors include the following benefits:
• Pension, death, and disability benefits as a member of IMRF
• Generous insurance benefits, including medical and dental
• 35-hour base work week, Monday-Friday. Ability to work one remote day a week.
• Paid vacation, paid sick, 12-13 paid holidays and 2 personal days
• Tuition reimbursement
• Business casual attire
