Member Services Representative (Benefits Specialist)

About the role

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 100,000 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).

Responsibilities

• Collecting and analyzing data/information to resolve a problem in real time, at high volume standards.
• Provide customer service to participants to resolve eligibility or Fund benefit issues.
• Displayed proficiency in all processing systems: eligibility process, Health benefits and system, COOL/V3/DYNAMICS system, CRM/WF and vendor systems.
• Handle inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
• Follow workflows to resolve participant questions.
• Analyze and interpret customer phone and written correspondence.
• Ongoing management of own inventory of work accumulated through Participant interactions/inquiries.
• Inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension related issues.
• Representatives ensure that all processing meets or exceeds MSR Quality measurement objective and performance standards, including, but not limited to, handling and documentation.
• Able to effectively communicate to Participants.

Qualifications

• To perform the job satisfactorily, 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.
• The candidate must be free of any disciplinary actions.
• Strong computer skills.
• Detailed knowledge of benefits as displayed in training and determined through subject matter exams utilizing OneView, vendor systems, COOL/V3/DYNAMICS and CRM processing system.
• Ability to prioritize work and meet deadlines.
• A demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, Windows and Outlook applications.
• Strong analytical, problem solving and decision-making skills.
• Excellent organizational and prioritizing skills.
• Strong ability to multitask.
• Variety of work schedules available.
• Strong oral and written interpersonal skills.
• Demonstrated customer service orientation.
• Ability to effectively operate in fast-paced work environment.
• Excellent listening skills.
• Detail oriented with excellent organization and communication skills.
• Experience working directly with customers.

Skills

• Fluent in multiple languages is a plus, but not required.

Benefits

• Comprehensive Health Package including medical, dental & vision coverage with no employee contribution to the premium for a family plan.
• Pension Benefit that includes monthly employer contributions.
• Retail Benefit that includes 3% 401K employer contributions.
• Professional Coverage/Reimbursement includes Tuition Reimbursement Program.
• Paid Time Off including vacation, personal, and sick days.
• Federal Paid Holidays – Up to 11 days off with pay.