Supervisor, CARE Team

BLDG SVC 32 B-J•New York, NY

7d•Onsite

About The Position

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. The Funds oversees and manages $11 billion of dollars in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people. 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more. Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A

Requirements

5+ years of supervisory experience in benefits administration, retirement plan administration, health plan operations, or a related service environment.
Proficiency in MS Office (Word, Excel, Access, etc.), Dynamics, V3locity, Tungsten TotalAgility (TTA), or Case Management systems.
Must possess a strong sense of ownership as well as the ability to take initiative to work independently.
Demonstrate creativity and innovation while solving problems efficiently.
Maintains excellent attendance and punctuality.
Demonstrate strong interpersonal judgment and emotional intelligence
Ability to effectively navigate sensitive member interactions, support staff through complex cases, and build trusted relationships across teams, vendors, and external stakeholders.
Strong oral and written interpersonal skills.
Demonstrated commitment to exceptional customer service and member-centric support.
Excellent communication skills.
Ability to work independently coupled with the ability to work as a member of a team.
Outstanding work ethic and employment record.
Ability to motivate and inspire others, especially during periods of change or high case volume.
Ability to handle sensitive conversations with tact and compassion.
Advanced mathematical and quantitative skills.

Nice To Haves

Prior experience in call center operations, participant counseling, survivor benefits, bereavement support, or a related service-focused environment preferred.
Bilingual English/Spanish preferred.

Responsibilities

Provide team supervision, assign and monitor staff workload, track deliverables and due dates.
Coordinate staffing coverage and scheduling to ensure appropriate resource allocation and uninterrupted service delivery.
Maintain a presence in the Welcome Center, observing in-person appointments, supporting staff during participant consultations, and stepping in as needed to ensure exceptional service delivery.
Monitor staff workloads to ensure timely and accurate completion of participant interactions and benefit processing.
Promote a member-first service environment by modeling CARE values in all aspects of leadership.
Supports CARE Team management in overseeing performance issues, including participation in disciplinary discussions and actions, in accordance with company policy.
Ensure that QA standards are met across all participant interactions, including application processing, call handling, and overall customer service.
Ensure adherence to Service Level Agreements (SLAs) and organizational timelines.
Monitor, analyze, and report on team performance metrics, service levels, quality outcomes, and operational needs; recommend and implement improvements as needed.
Coaches and supports staff to strengthen communication, problem solving, and customer service skills.
Monitor the member appointment calendar daily.
Demonstrate the ability to prioritize tasks and reallocate resources to meet operational needs.
Liaise with other departments, legal representatives, and external vendors to resolve processing issues, improve workflows, and enhance the participant counseling experience
Oversee document verification functions, ensuring staff accurately review, validate, index, and process member documentation using established business processes and technology platforms.
Draft and/or review complex member communications.
Review and update of all forms and letters mailed to members and pensioners in accordance with the Funds style guidelines and Fund Counsel/Compliance approval.
Assist CARE Team Management in any necessary preparation for Trustee meetings.
Address escalated issues/calls as necessary with Senior Management.
Identify and arrange for any training that may prove valuable to team.
Participate in benefit planning seminars by presenting information to large groups; may require travel to various seminar locations.
Oversee special or recurring projects as assigned.