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About the Role

The Member Services Representative acts as a Benefits Specialist within the Call Center or Welcome Center, assisting participants with information regarding all Fund-offered benefits following extensive paid training.

Responsibilities

• Collect and analyze data to resolve problems in real-time at high-volume standards
• Provide customer service to resolve eligibility or benefit issues
• Maintain proficiency in processing systems including eligibility, Health benefits, COOL/V3/DYNAMICS, CRM/WF, and vendor systems
• Maintain proficiency in all Funds including Health, Pension, Legal, SRSP, and Shortman
• Handle inquiries through vendors including Medical, Optical, Pharmacy, Dental, and Employee Assistance
• Follow established workflows to resolve participant questions
• Analyze and interpret customer phone and written correspondence
• Manage personal inventory of work accumulated through participant interactions
• Operate computers with multiple screens to research and resolve inquiries
• Ensure processing meets or exceeds quality measurement objectives and performance standards
• Communicate effectively with participants
• Perform other relevant duties as assigned

Requirements

• Must be free of any disciplinary actions
• Strong computer skills
• Detailed knowledge of benefits as determined through subject matter exams
• Ability to prioritize work and meet deadlines
• Demonstrated capability to use multiple software programs and macros simultaneously
• Strong analytical, problem-solving, and decision-making skills
• Strong ability to multitask
• Strong oral and written interpersonal skills
• Demonstrated customer service orientation
• Ability to operate in a fast-paced work environment
• Excellent listening skills
• Detail-oriented
• Experience working directly with customers
• Above average reasoning ability

Skills

• Microsoft Office Suite
• Excel
• Microsoft Word
• Windows
• Outlook
• OneView
• COOL/V3/DYNAMICS
• CRM processing
• Data analysis
• Multitasking
• Problem-solving
• Customer service

Location

• Flatiron District, Manhattan, NYC

Work Type

• Full-time
• Non-Exempt
• 35 hours per week
• Monday-Friday 8:30am-6:00pm

Experience Level

• Health Care, Employee Benefits, or Customer Service experience strongly preferred

Education Level

• High School diploma
• Some college preferred

Salary/Compensations

• Non-Bilingual: $58,035.19
• Bilingual: $60,035.19

Benefits

• Competitive salary
• Work/life balance
• Comprehensive health package including medical, dental, and vision
• No employee contribution for family plan premiums
• Pension benefit with employer contributions
• Retirement benefit with 3% 401K employer contribution
• Tuition reimbursement program
• Paid time off including vacation, personal, and sick days
• 11 paid federal holidays
• Internal job growth opportunities

About the Company

• Administers Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members
• Core values include Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST)
• Utilizes technology including M365, Dynamics 365, Azure, AWS, SQL, Snowflake, and QlikView