Jina Martinez

Knowledgeable in TRS benefits, processes and policies, I effectively communicate with members, new hires, peers and leadership. I review and analyze member accounts to provide accurate information on service and disability retirement, health insurance coverage, TRS forms, EAR and Social Security provisions. I have consistently maintained high quality assurance scores and received numerous detailed member surveys that reflect the empathetic, educational and impactful service I provide. Always available to help as needed, I remain productive and work well independently. My customer service and critical thinking skills have been essential in handling challenging calls, researching, resolving member complaints and assisting peers.

I travel and work closely with reporting employers to conduct large group presentations, Q&A sessions and complete field office visits.

Responsible for providing virtual and classroom training to new hires, I help them successfully interpret and explain TRS benefits, processes and policies to members. I provide feedback, adapt to different learning styles and advocate for their individual needs and success.

Knowledgeable in insurance claim policies, contract interpretation, coverage investigations and state regulations, I assisted customers by explaining processes, coordinating repairs and resolving claims. Demonstrated excellent soft skills and communicated effectively with customers, peers, businesses and leadership. Excelled in time management, working independently and mentored and supervised peers. Completed on-the-job training and presentations for new hires and was appointed team lead over multiple declared catastrophe locations.

Assisted customers with creating a personal auto policy and completed sales transactions. Provided customer service for coverage counseling, policy endorsements and billing inquires.