Member Services Representative (Benefits Specialist)
About The Position
The 32BJ Benefit Funds is growing and seeking mission-driven Benefit Specialists (Member Services Representatives) to join their team. The organization administers Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members, aiming to significantly contribute to members' lives through high-quality benefits and services. They emphasize core values of Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). For 2023 and beyond, they are driving innovation, equity, and technology insights, utilizing cutting-edge technologies like M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, and QlikView to influence health insurance legislation and propose new health policy. The position involves extensive paid training and assisting participants with information on all benefits offered by the Fund under the supervision of the Member Services Call Center or Welcome Center Supervisor and MSR 2/3 Team.
Requirements
- 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.
- High School diploma, some college preferred.
- Health Care, Employee Benefits and/or Customer Service experience are strongly preferred.
- Fluent in multiple languages is a plus, but not required.
- Above average reasoning ability.
- Free of any disciplinary actions.
Nice To Haves
- Some college preferred
- Health Care experience
- Employee Benefits experience
- Customer Service experience
- Fluent in multiple languages
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
- Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman).
- Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
- Follow workflows to resolve participant questions.
- 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.
- Ability to effectively communicate to Participants.
- Perform any other relevant, related or pertinent work or duties as requested or assigned.
Benefits
- Competitive Salary
- Great work/life balance
- 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
- Retirement 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
- Mission-driven, internal job growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
