Member Services Representative (Benefits Specialist) - EXT Hours

About the role

The 32BJ Benefit Funds is growing and seeks mission-driven Benefit Specialists (Member Services Representatives) to join our team. We offer:

• Competitive Salary coupled with a great work/life balance
• Prime Location - Flatiron District in Manhattan (NYC)
• 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
• And more...

Responsibilities

After extensive paid training and under the supervision of the Member Services Call Center or Welcome Center Supervisor and MSR 2/3 Team, works as a Benefits Specialist for the Member Services Call Center or Welcome Center to assist participants with information for all the benefits offered by the Fund.

• 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.
• Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman).
• Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
• Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
• Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
• Representatives analyze and interpret customer phone and written correspondence.
• Ongoing management of own inventory of work accumulated through Participant interactions/inquiries.
• These inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension related issues.
• Operating computers with multiple information screens to research and resolve customer inquiries on line.
• 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.
• Perform any other relevant, related or pertinent work or duties as requested or assigned.

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.
• As well, the candidate must be free of any disciplinary actions.
• Technical Skills: 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.
• Interpersonal Skills: 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.
• Education and/or Experience: High School diploma, some college preferred; Health Care, Employee Benefits and/or Customer Service experience are strongly preferred.
• Bilingual Language Skills: Fluent in multiple languages is a plus, but not required.

Reasoning Ability

Above average.

Certificates, Licenses, Registrations

None

Work Hours & Shift

35 Total (Tuesday-Friday 12:00pm-8:00pm and Saturday 9:00am-5:00pm) **Differential Pay Added for Working Extended Hours