Pension Call Center Representative

UFCW EMPLOYERS BENEFITS PLANS OF NORTHERN CA • Concord, CA

2d • Onsite

About The Position

This position is ideal for a customer service professional who enjoys helping members by handling a high volume of member inquiries and resolving issues with a first call resolution mindset. Responsible for developing a thorough understanding of all the Pension Plans administered by the Trust Fund to include their rules and regulations. Performs technical and administrative duties associated with the processing and verification of members’ pension inquiries and applications, applying the rules and regulations of the Plans. Researches and resolves a broad range of questions and issues and communicates with members and their families, Union Representatives, other UFCW departments, and financial institutions. Candidates who have been successful in this role: Experience in benefits, accounting or finance or from the banking industry. Pension experience is not required.

Requirements

• 2 years of related work experience and a high school diploma.
• A combination of appropriate education and experience may be substituted for the minimum education and experience requirements.
• Strong analytical skills.
• Skill in the application of outstanding customer service.
• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships with co-workers and employees throughout the office.
• Ability to serve a diverse membership by demonstrating empathy, kindness, and sincerity to all.
• Ability to accurately organize and maintain paper documents and electronic files.
• Ability to successfully resolve issues in a timely manner.
• Ability to comprehend, process and apply both verbal and written skills appropriate to the job.
• Ability to demonstrate strong follow-through and an appropriate sense of urgency.
• Ability to handle confidential information with discretion and tact to include member confidentiality, confidential Trust Fund data, HIPAA compliance, etc.
• Ability to prioritize and work independently as needed.
• Ability to take instruction and follow directions accurately.
• Ability to work effectively in a team environment.
• Ability to meet attendance, production, and quality assurance standards.
• Ability to detect errors, determine causes, and make corrections as appropriate.
• Proficiency in English grammar, spelling, punctuation, and simple mathematical functions such as addition, subtraction, multiplication, division, percentages, ratios, etc.
• Proficiency in the use of (or ability to learn) personal computer software or systems applicable to the essential functions of the job, which may include any or all of the following: email/calendar software, internet/intranet browsers, word processing, spreadsheets, database software, mail processing equipment, microfilm reader, copier, fax, scanner, various systems or software used by the office (such as vendor claims system), etc.

Nice To Haves

• Bilingual experience a plus.
• Knowledge of defined benefit and defined contribution plans a plus.

Responsibilities

• Provides accurate and detailed Pension estimates and answers questions as requested by members and Union Representatives.
• Answers inbound and outbound phone calls and provides explanations to members on the origin and nature of problems or issues.
• Assists members with pension questions through the online member self-service portal via the UFCW Trust website.
• Assists members in person with their questions regarding pension applications and inquiries.
• Identifies member issues rapidly and precisely. Solves problems and resolves issues, informing the member regarding the issue and outcome.
• Reviews, analyzes, processes and verifies pension applications and inquiries completed by other Pension Analysts.
• Processes retirement applications and verifies accuracy of information by developing and documenting a written chronological order of events in a member’s work history by requesting, researching, investigating, and analyzing pension data.
• Processes death notices and pension payment verification restarts, potential suspensions, and pension payment void requests.
• Reconciling stale dated report, and other various tasks for the pension processes.
• Determines pension benefit eligibility, evaluates, and determines retirement types that the member/beneficiary qualifies for, and calculates pension benefit amounts under all Pension Plans administered by the Trust Fund.
• Processes retirement adjustments such as post age 70 accrual adjustments, Qualified Domestic Relations Order (QDRO) carve outs and required joint and survivor benefit pop-ups under the butcher plan.
• Reviews and processes suspendible service, rule of 85 calculations and projections, surviving spouse applications, community share calculations based on divorce documentation directed by stipulations and orders or qualified domestic relations orders, reciprocity agreements, external reciprocity, credited services increases, and updates member records accordingly.
• Performs and/or verifies required calculation of vesting credit, plan service credit, account balance, service breaks, and other issues.
• Initiates and prepares correspondence to members, beneficiaries, employers, and others regarding general account information, pension history, monthly retirement benefits and income tax reporting.
• Reviews, analyzes, processes, and mails requested information to set up facilitator, power of attorney, and/or conservatorship.
• Performs data entry and data correction tasks to update and correct member information and updates pension data in pension information systems.
• Responds to inquiries from active and retired members, beneficiaries, and employers regarding pension benefits.
• Assists various duties and responsibilities of a Pension Clerk
• Assists with general office duties and ensures the workspace and office is kept clean.
• Assists with special projects as assigned.

Benefits

• Full benefits package (medical: Kaiser or Blue Shield, dental, vision, life insurance, death benefit, employee member assistance program) with no premiums for employees and low premiums for dependents
• Defined Benefit Pension Plan
• 401(k) match and individual consulting with pension consultant
• Generous Paid Time Off (starting at 2.6 weeks up to 5.6 weeks) and Sick Time
• Generous holidays (11.5 paid days per year)
• On-site free gym in Concord
• Complimentary coffee service everyday
• Free parking
• Conveniently located in the central east bay, beside the I-680 freeway and accessible to BART.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED