Member Service Representative

Job Description

Job Description

Position Summary  

The Member Services Representative serves as the primary point of contact for participants, retirees, beneficiaries, employers, and providers by delivering accurate and timely customer service for Taft-Hartley benefit plans. 

Essential Functions  

• Respond to participant, employer, retiree, and provider inquiries by phone, email, and correspondence.
  • Explain health, pension, eligibility, claims, and contribution benefits.
  • Research participant accounts and resolve routine inquiries. 
  • Document participant interactions in the administration system. 
  • Assist with enrollment forms, benefit applications, and beneficiary updates. 
  • Coordinate with Claims, Eligibility, Pension, Contributions, Accounting, and Plan Administration. 
  • Meet customer service and productivity standards. 
  • Participate in cross-training and departmental projects. 

Qualifications  

• Associate's degree preferred or equivalent experience.
  • Two or more years of customer service or benefits administration experience preferred.
  • Strong communication, organizational, and Microsoft Office skills. 
  • Taft-Hartley experience preferred. 

Core Competencies  

Customer Service • Benefit Administration • Communication • Problem Solving • Microsoft Office • Confidentiality • Teamwork • Attention to Detail 

Compliance & Information Security Responsibilities  

Protect confidential participant, employer, and plan information while complying with HIPAA, ERISA, SOC 2 requirements, Trust Agreements, Plan Documents, and Solxsys information security policies.