Visitor Center Representative

Motion Picture Industry Pension & Health Plans (MPI)•Los Angeles, CA

3d•Onsite

About The Position

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 be responsible for various scheduling and administrative functions related to supporting the retirement process for participants, including maintaining department calendars, scheduling counseling appointments, monitoring department inboxes, distributing workflow, and processing benefit documents. You’ll also be expected to 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.

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.

Nice To Haves

Bachelor’s degree in business administration
Prior healthcare, retirement benefits, and/or trust fund experience
Both in-person and phone customer service experience

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.
Other duties or projects as assigned.