Visitor Center Representative

About the role

MPI is seeking a Visitor Center Representative to join our team in Studio City. This onsite position provides virtual and in-person customer service to active and retired participants and their families regarding MPI Pension and IAP benefits as well as affiliated local benefits. You will maintain an in-depth knowledge of pension benefit processing, pension regulations, and MPI’s Trust Fund rules and policies, and communicate complex plan policies in easy-to-understand terms while providing exceptional customer service.

Responsibilities

• Handle incoming participant calls, emails, web requests, walk-ins, and virtual meetings in a professional and courteous manner.
• Provide assistance with health and pension benefits, legal documentation, account numbers, addresses, beneficiary designations, and witnessing services on MPI forms and documents.
• Demonstrate understanding of MPI policies, processes, and plan knowledge to assist participants with inquiries.
• Counsel participants on complex and/or sensitive cases and resolve issues with empathy and care clearly and accurately.
• Maintain accurate and detailed records of participant interactions to ensure successful resolution and follow-up.
• Maintain Retirement Services department calendar and schedule counseling sessions for participants.
• Arrange, coordinate, and prioritize scheduling, including sending out benefit estimates for appointments.
• Screen participants by phone for in-person Visitor Center appointments, including researching and preparing for appointments.
• Perform appointment screening and scheduling activities, including callouts to participants who have made online appointments.
• Analyze eligibility requirements for each applicant.
• Create and send Pension and IAP retirement and early withdrawal applications.
• Review and validate returned applications for accuracy and completeness and process application cancellations.
• Distribute Pension and IAP applications and packets to participants and perform pension verifications.
• Assign applications, forms, and documents to Retirement Benefit Analysts for review and approval.
• Maintain incoming workflow for each benefit analyst’s caseload.
• Monitor and track incoming forms and documents for Pension and IAP refund applications, Retirement Benefits mailboxes, Unity tickets, email, and Laserfiche requests.
• Maintain participant and department files and supplies.
• Assist with various annual participant statements, required minimum distributions, and mail distribution.
• Participate in special projects and perform additional duties as assigned to support department objectives.

Requirements

• Bachelor’s degree in business administration preferred, or equivalent work experience.
• 2–5 years’ experience in a customer service or administrative setting; prior healthcare, retirement benefits, and/or trust fund experience preferred.
• Both in-person and phone customer service experience preferred.
• Professional phone and in-person etiquette and demeanor.
• Strong ability to answer complicated questions, assist with resolving issues, and escalate issues as necessary.
• Excellent verbal and written communication skills paired with analytical and research skills.
• Ensure accuracy and precision in work output, maintaining neat and meticulous attention to detail.
• Quick learner with the ability to retain and communicate learned concepts.
• Intermediate proficiency in Microsoft Outlook, Excel, and Word.
• Strong customer service skills and desire to help with empathy, care, and compassion.
• Ability to prioritize and work in a dynamic, fast paced, and multifaceted environment.
• Excellent attendance, punctuality, and reliability, including the ability to work extended hours or overtime as needed.
• Ability to work with individuals at all levels of the organization.
• Professional and polished appearance to represent MPI in a positive manner.
• Ability to maintain discretion and adhere to HIPAA requirements.
• Ability to accept direction and developmental guidance from supervisors to support professional development and growth.
• Ability to work extended hours, including evenings and weekends, as business needs require.

Benefits

• Free medical, dental, behavioral health, and vision coverage.
• Generous paid time off.
• Retirement benefits including pension and 401k.
• Supplemental benefits including discounted pet insurance.
• Professional development opportunities.

Pay

$28.00 per hour.