Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Member Services Representative serves as a primary point of contact for active and retired union members and their eligible dependents, delivering exceptional customer service by providing accurate, timely, and professional guidance regarding Fund benefits and programs. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced, high-volume environment, requiring strong communication skills, sound judgment, and the ability to interpret benefit plan provisions.

Responsibilities

Respond to member inquiries by telephone, email, and in person regarding eligibility, health benefits, pension, annuity, vacation, scholarship, and related Fund programs.
Research and resolve member issues accurately, professionally, and within established service standards.
Explain plan provisions, eligibility requirements, procedures, and benefit-related information clearly.
Assist members with completing forms, applications, and required documentation.
Conduct member identity and eligibility verifications.
Review incoming documents for completeness, accuracy, and compliance.
Follow up with members, employers, healthcare providers, and other stakeholders to obtain missing information.
Accurately document member interactions, inquiries, complaints, and resolutions.
Maintain electronic and paper records in accordance with organizational policies and regulatory requirements.
Protect sensitive and confidential information and ensure compliance with HIPAA and privacy regulations.
Exercise sound judgment when handling member information and benefit-related inquiries.
Adhere to departmental policies, standard operating procedures (SOPs), and service protocols.
Stay current on benefit programs, plan changes, and procedural updates.

Requirements

Bachelor's degree required
Minimum of two (2) years of customer service experience required.
Experience in benefits administration, healthcare, pension administration, labor-management funds, insurance, or a related field is highly desirable.

Skills

Strong written, verbal, and interpersonal communication skills.
Excellent organizational skills with strong attention to detail and accuracy.
Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
Ability to learn and effectively utilize benefit administration, customer relationship management (CRM), and other business software applications.
Typing proficiency of 45-55 words per minute preferred.
Exceptional interpersonal skills with the ability to build rapport and maintain positive relationships.
Ability to professionally manage high-volume member interactions with a positive and solutions-oriented approach.
Excellent problem-solving, critical-thinking, and conflict-resolution skills.
Ability to work independently with minimal supervision as well as collaboratively within a team environment.
Commitment to maintain confidentiality and handle sensitive information with discretion.
Bilingual English/Spanish proficiency is a plus.

Location

Office-based

Work Type

Full-time
Office-based

Experience Level

2+ years customer service experience

Education Level

Bachelor's degree

Salary/Compensations

$65,000

Benefits

100% employer-paid health benefits
Employer-funded annuity contribution equal to 10% of compensation
Paid time off
Professional-development support, including CEBS and continuing-education programs

About the Company

The NYCDCC Benefit Funds are committed to providing exceptional service and ensuring that members and their families receive accurate guidance, timely assistance, and a positive customer experience.

Equal Opportunity

The NYCDCC Benefit Funds are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, creed, religion, color, national origin, ancestry, alienage, pregnancy, disability, age, uniform service member status, veteran status, marital status, caregiver status, familial status, status as a victim of domestic violence, sexual violence or stalking, membership in a domestic partnership, sex, gender (including gender identity, gender expression or status as a transgender person), genetic information, sexual orientation (including an individual’s actual or perceived romantic, physical or sexual attraction to other persons, or lack thereof, on the basis of gender), sexual and reproductive health decisions, or on any other characteristic protected by applicable federal, state, or local law.
If reasonable accommodation is needed to participate in the job application or interview process, please contact Krystal Higgins at (212) 366-7516.