Senior Counselor (Retirement Services/CARE Team)

About Us

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). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

Job Summary

Provide advanced benefits counseling services as a case manager to active, inactive, disabled and retired members and their dependents; assist in understanding disability, health, condolence, pension, and other retirement benefits. The Senior Counselor will handle the more complex/escalated cases assigned to the CARE team. This role requires strong analytical judgment, effective problem-solving skills, and empathetic communication to navigate nuanced participant needs. The Senior Counselor also serves as a subject matter resource, supporting escalations, contributing to staff training, and strengthening overall team performance, while consistently upholding the CARE values of Collaboration, Action, Reliability, and Empathy.

Essential Duties and Responsibilities

• Interpret pension, disability, condolence, and Fund-Paid health (FPH) rules, procedures and requirements for 32BJ members across multiple plans.
• Review and assist with the processing of all pension, disability, and condolence applications.
• Conduct in-person and telephone counseling appointments.
• Perform outreach to inform members about available benefits and address escalated cases requiring additional guidance and support.
• Review member records, including work history, service credits and eligibility information; research and analyze personnel data to support benefit determinations and application processing.
• Explain QDRO calculations, multi-plan reciprocity calculations, disability benefit calculations, and other intricate benefit details.
• Provide support in researching member appeals and document findings related to CARE services.
• Review members’ eligibility for ancillary retiree benefits, including SRSP, Health and Legal Fund benefits.
• Review member’s eligibility for FPH benefits, including Early Retiree, Worker’s Compensation, Short-Term Disability, and extended disability.
• Assess the need for and review supporting documentation for benefit determinations including pension, disability, and FPH recertification.
• Prepare and coordinate member communications, including summaries, recertification letters, missing information notices, and award letters.
• Discuss SRSP distribution options, Social Security benefits, Medicare benefits, COBRA continuation of coverage, and other sensitive benefit-related matters with members and their dependents.
• Work closely with management staff in maintaining expected work production.
• Work with Retirement Services Analysts, Member Services, DOE, and Compliance staff to assist with the review and resolution of member issues.
• Review submitted documentation for completeness and validity and perform outreach to obtain missing or additional required documentation.
• Independently manage a complex caseload from intake through resolution.
• Support onboarding, refresher training, and knowledge-sharing for CARE staff.
• Respond to inbound CARE calls, including intake for pension, condolence, and disability inquiries.
• Provide backup coverage for CARE staff as needed.
• Participate in retirement planning seminars by presenting pension information to large groups.
• Perform tasks and special projects as required by management/supervisory staff

Qualifications (Competencies)

• Minimum of three years of experience processing pension claims/calculations or three years retirement counseling experience required.
• Demonstrated ability to provide exceptional customer service via phone, email, virtually and in-person.
• Must demonstrate excellent oral and written communication skills.
• Strong public speaking skills required.
• Must meet performance, accuracy, attendance and punctuality standards.
• Strong analytical, problem solving and decision-making skills.
• Detailed knowledge of 32BJ benefits as displayed through participant case handling.
• A demonstrated capability to manipulate and use multiple software programs including Excel, Microsoft Word, and Windows applications.
• Excellent documentation skills.
• Strong ability to multitask.
• Ability to prioritize work and meet deadlines.
• Flexibility with work schedule.
• Overtime or travel required periodically.

Soft Skills (Interpersonal Skills)

• Detail oriented with excellent organization skills.
• Ability to work independently coupled with the ability to work as a member of a fast-paced team.

Education

College Degree (preferred) Or Equivalent Experience. Call center experience a plus. CARE Team Counselor experience required. Pension and disability customer service background required.

Language Skills

English required; bilingual Spanish preferred.

Physical Demands

• Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling
• Over 2/3 of the time: Talking or Hearing
• 100% of the time: Using Hands

Call Center Experience

Call center experience a plus.

CARE Team Counselor Experience

CARE Team Counselor experience required.

Pension and Disability Customer Service Background

Pension and disability customer service background required.