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About the Role

The CARE Representative provides guided services to participants eligible for survivor benefits. This role requires a commitment to empathetic and compassionate service while upholding the CARE Team’s core values of Collaboration, Action, Reliability, and Empathy.

Responsibilities

• Manages all condolence applications to assess benefit eligibility and ensure accurate processing.
• Performs condolence application related outreach to request missing information, communicate relevant updates, and gather additional details to support participant’s beneficiaries.
• Handles sensitive survivor interactions with compassion, patience, and professionalism, maintaining clear communication throughout the application life cycle.
• Conducts in-person (scheduled or walk-in) and telephone sessions to provide thoughtful and supportive guidance to participant’s beneficiaries.
• Collaborate with Retirement Services Analyst staff to assist with the review and resolution of condolence applications.
• Review condolence application documents to verify completeness and/or validity.
• Mails communications as needed, utilizing template letters.
• Coordinates with MetLife vendor to address life insurance eligibility inquiries.
• Responds to condolence related escalations, including ‘x-coder’ population review, cases forwarded by compliance, and one-off issues requiring additional review.
• Tracks cases and workflows to resolve participant questions.
• Analyzes and interprets phone and written correspondence, and documents case notes accordingly.
• Works closely with management to maintain their own workload accumulated through participant interactions/inquiries.
• Operates computers with multiple information screens to research and resolve customer inquiries online.
• Ensures that all processing meets or exceeds Quality Measurement Objectives and performance standards, including, but not limited to, handling time and documentation.
• Assists in organizing and providing administrative support for benefit seminars and related events.
• Performs other tasks and special projects as required by management.
• Serves as backup to the CARE Support Specialist.

Requirements

• Minimum of one (1) year customer service experience with employee benefits.
• Knowledge of some aspects of Fund administration including eligibility requirements and benefit provisions preferred.
• Must demonstrate excellent oral and written communication skills.
• Must meet performance standards including attendance and punctuality.
• Strong analytical, problem solving, and decision-making skills.
• A demonstrated capability to manipulate and use multiple software programs simultaneously including Dynamics, v3locity, vendor systems, Excel, Microsoft Word, Outlook, and Windows applications.
• Excellent organizational and prioritizing skills.
• Strong ability to multitask.
• Strong team player.
• Demonstrates exceptional communication skills and professionalism in all member interactions, ensuring a positive experience through responsive, empathetic, and solution-oriented service.
• Ability to work independently coupled with the ability to work as a member of a fast-paced team.
• Ability to establish and maintain effective working relationships with project team members, supervisors, and employees from other departments.
• Flexibility with work schedule (some overtime or travel required).

Skills

• Dynamics
• v3locity
• Vendor systems
• Excel
• Microsoft Word
• Outlook
• Windows applications
• Bilingual Spanish preferred

Experience Level

• Minimum of one (1) year customer service experience

Education Level

• College graduate or High School diploma with related experience

Benefits

• Health benefits
• Pension benefits
• Retirement Savings benefits
• Training benefits
• Legal Services benefits

About the Company

• Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 185,000 SEIU 32BJ members.
• Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services.
• Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST).
• The Funds oversees and manages $11 billion of dollars in assets, which are made up of many, varied and complex funds.
• 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families.
• We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.