Member Service Field Office Rep Bilingual

Member Service Representative

Under the supervision of the MS Supervisor, works as a benefit representative for Member Service to assist participants with information for all the benefits offered by the Fund. Stationed in a Field Office.

Essential Duties and Responsibilities:

• Collecting and analyzing data/information/correspondence to resolve a problem in real-time, at high volume standards.
• Provide customer service to participants to resolve eligibility or Fund benefit issues.
• Educate participants about their Fund benefits through phone and walk-in interactions.
• Displayed expertise in all Funds (Health, Pension, Legal, Training Fund).
• Exhibit proficiency in all benefits (Empire-Health benefits including: Dental-Vision-RX-Eligibility-Mental Health-Pension-SRSP-Disability-COBRA-etc.).
• Handling of inquiries through vendors, Optical, Pharmacy, and Employee Assistance.
• Ability to handle escalated member issues on the telephone or face to face.
• Follow-up to completion (member notification whether verbal or in writing) complex issues, whatever the issue (i.e. pension, claim, etc.). Includes analyzing and interpreting related correspondence for Members.
• Proven proficiency in eligibility process, as well as all Benefit Systems, Pension & SRSP Processes, and Health.
• Representatives analyze and interpret customer phone, verbal, and/or written inquiries.
• Ongoing management of own inventory of work accumulated through Participant interactions/inquiries.
• Operating computers with multiple information screens to research and resolve customer inquiries online.
• Ability to effectively communicate with the Union, Employers, Building Representatives, and Shop Stewards as well as Fund agencies, in order to resolve and coordinate Member issues and processes.
• Identify problems with participant interaction and provide examples to management.
• Ability to effectively communicate to Participants, including proficient handling of difficult communications and irate people.
• Perform other functions and administrative duties as necessary or as assigned by Management.
• Facilitate and attend Member and Employer Benefit Training seminars, membership meetings, field site visits, and Brigades on a voluntary overtime basis.

Qualifications (Competencies):

• Spent at least one year as a bilingual Member Service Representative with a proven track record of outstanding performance as a Member Service Representative.
• The candidate must also not have any disciplinary actions in regards to work performance or attendance and punctuality.
• Detailed knowledge of benefits as displayed through Participant handling via utilizing Empire, all Member data and processing systems, CRM, and member contact documenting tracking tools.
• Ability to prioritize work and meet deadlines.
• A demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, and Windows applications.
• Typing 40+ words per minute.
• Strong analytical, problem solving, and decision-making skills.
• Excellent organizational and prioritizing skills.
• Strong ability to multitask using oral, visual, and tactile senses simultaneously.
• Flexibility with work schedule.

Soft Skills (Interpersonal Skills):

• Strong oral and written interpersonal skills.
• Demonstrated customer service orientation.
• Ability to effectively operate in a fast-paced work environment.
• Excellent listening skills.
• Detail-oriented with excellent organization and communication skills.
• Experience working directly with customers.
• Outstanding work ethic and employment record (including attendance and punctuality).

Education:

• High School diploma, College a plus, Call Center experience or Health Care Customer Service background is a plus.

Language Skills:

• Read, write and understand Spanish and English. Additional language abilities are a plus.

Reasoning Ability:

• Above average.

Certificates, Licenses, Registrations:

• None

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
• Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling
• Over 2/3 of the time: Talking or Hearing
• 100% of the time: Using Hands

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• 1/3 to 2/3 of the time: Work near moving or mechanical parts, exposure to radiation, moderate noise.