Counselor, CARE Team

BLDG SVC 32 B-J•New York, NY

15h•Onsite

About The Position

Under the supervision of CARE Team Management, the CARE Counselor provides advanced counseling and case management services to active, inactive, disabled and retired 32BJ members and their dependents. The CARE Counselor handles complex benefit scenarios and provides in-depth guidance on benefit eligibility, calculations, methods of retirement benefits, payments and taxability of retirement income, retiree health benefits, and disability. This role requires a commitment to empathetic and high-quality service, and a demonstrated ability to analyze complex member issues and implement solutions while upholding the CARE Team’s values of Collaboration, Action, Reliability, and Empathy.

Requirements

Minimum of two years or equivalent of experience processing pension applications and calculations, or two years customer service experience with pension products.
Must demonstrate effective oral and written communication skills.
Must meet performance standards including attendance and punctuality.
Detailed knowledge of pension benefits as displayed through ability to read and understand plan documents.
Ability to independently manage multiple cases simultaneously, prioritize work, and meet deadlines.
A demonstrated capability to manipulate and use multiple software programs simultaneously including Dynamics, V3locity, vendor systems, Excel, Microsoft Word, and Windows applications.
Strong analytical, problem solving, and decision-making skills.
Excellent organizational and prioritizing skills.
Flexibility with work schedule. Some overtime or travel required.
Ability to build rapport and foster trust through empathetic communication and member-focused service.
Demonstrates exceptional communication skills and professionalism in all interactions, ensuring a positive experience through responsive, empathetic, and solution-oriented service.
Ability to coordinate and work on multiple projects at once.
Detail oriented with excellent organization skills.
Good communication skills, both written and verbal.
Ability to work independently coupled with the ability to work as a member of a fast-paced team.
Ability to establish and maintain effective working relationships with project team members, supervisors, and employees from other departments.

Nice To Haves

Advanced Knowledge of the 32BJ Pension Fund administration including eligibility requirements and benefit provisions preferred.
College graduate (preferred) and/or Pension/Disability Customer Service background preferred.
bilingual Spanish preferred.

Responsibilities

Interprets retirement rules and apply application procedures and requirements for members, alternate payees, pre- and post-retirement surviving spouses.
Reviews the accuracy and process pension applications and supporting documents across a range of complexities.
Conducts in-person and telephone (scheduled or walk-in) counseling appointments and process pension applications for members across all plans, including applications that require additional analytical review and advanced communication skills, (disability, special group indicator, Qualified Domestic Relations Orders (QDRO), and ‘red’ applications).
Ensures required supporting documents are submitted and verified; determine needs for additional information in order to meet requirements.
Coordinates all communications with members, including but not limited to Pension Summary Letters, Missing Information Letters, and Award Letters.
Reviews members eligibility for retiree health benefits.
Assesses the need for and review detailed earnings reports from the Social Security Administration to assist in finalizing the calculation of pension service credits and review such reports with members.
Discuss SRSP distribution options, Social Security, Medicare, and Legal Fund benefits with retirees.
Handles inbound and outbound CARE calls as needed, responding to participant pension, condolence, or disability inquiries.
When not providing retirement counseling, works on processing pension applications and estimates (OPEs), including RMD applications and OPEs, reinstatements, and other duties including but not limited to Banking procedures.
Performs tasks and special projects as required by management/supervisory staff.
Serves as the designated backup for CARE Support Specialists and CARE Associate Counselors, to ensure continuity of service when coverage is needed.
Participates in retirement planning seminars by presenting pension information to large groups.