Associate Counselor, CARE Team

Associate Counselor

Under the supervision of CARE Team Management, the Associate Counselor provides counseling and case management services to active, inactive, disabled, and retired 32BJ members and their dependents. The Associate Counselor delivers guidance on benefit eligibility calculations, methods of retirement payments, taxability of retirement income, retiree health benefits, and disability benefits related to the pension application. This role requires a commitment to empathetic and high-quality service while upholding the CARE Team's core values of Collaboration, Action, Reliability, and Empathy.

Essential Duties and Responsibilities:

• Make and receive initial and follow-up calls to members whose cases are being handled by the CARE Team.
• Interpret retirement rules and communicate pension application procedures and requirements for member retirements, pre-retirement surviving spouses, and post-retirement surviving spouses.
• Conduct in-person and telephone counseling appointments and process pension applications.
• Provides supportive, participant-centered guidance to members and dependents, actively listening to understand needs and identify appropriate next steps.
• Review the accuracy of all received pension applications and supporting documents.
• Process pension elections in Dynamics or v3locity and establish disbursement schedules.
• Ensure required supporting documents are submitted and verified; determine needs for additional information to meet requirements.
• Coordinate all communications with members, including but not limited to Pension Summary Letters, Acknowledgement Letters, Missing Information Letters, and Award Letters.
• Review members eligibility for retiree health benefits.
• Discuss SRSP (401(k)) distribution options with members.
• Discuss Legal Fund benefits with members.
• Provide an overview of Social Security and Medicare benefits to retiring members.
• Assess the need for detailed earnings reports from the Social Security Administration to assist in finalizing the calculation of pension service credits and review such reports with members.
• Participate in retirement planning seminars by presenting pension information to large groups.
• When not providing retirement counseling, work on processing pension applications and estimates (OPEs), including RMD applications and OPEs, reinstatements, and other duties including but not limited to Banking procedures (stop payments, check reissues and EFT changes).
• Provide back-up support to CARE Support Specialists and CARE Representatives as needed.
• Work closely with Management in maintaining and reviewing personal work production.
• Perform tasks and special projects as required by management/supervisory staff.

Qualifications (Competencies):

• Minimum of 1 year experience processing pension claims/calculations or 1 year customer service experience with pension products.
• Knowledge of some aspects of Pension Fund administration including eligibility requirements and benefit provisions preferred.
• Must demonstrate effective oral and written communication skills.
• Must meet performance standards including attendance and punctuality.
• Ability to prioritize work and meet deadlines.
• A demonstrated capability to manipulate and use multiple software programs simultaneously including Dynamics, v3locity, vendor systems, Excel, Microsoft Word, and Windows applications.
• Strong analytical, problem solving and decision-making skills.
• Strong public speaking skills.
• Excellent organizational and prioritizing skills.
• Strong ability to multitask.
• Flexibility with work schedule (some overtime or travel required).

Soft Skills (Interpersonal Skills):

• Demonstrates exceptional communication skills and professionalism in all interactions, ensuring a positive experience through responsive, empathetic, and solution-oriented service.
• Ability to build rapport and foster trust through empathetic communication and member-focused service.
• Demonstrates active listening skills to understand participant needs and identify appropriate next steps.
• Ability to coordinate and work on multiple projects simultaneously.
• Detail oriented with excellent organization skills.
• Ability to work independently coupled with the ability to work as a member of a fast-paced team.
• Ability to maintain effective working relationships with project team members, supervisors, and employees from other departments.

Education:

• College graduate (preferred).
• Pension Customer Service or call center experience is a plus.
• Financial customer service background is a plus.
• Notary Public license helpful (will be required to obtain license if not already licensed).

Language Skills:

• Speak, read, write, and understand English (bilingual Spanish preferred).

Physical Demands:

• 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:

• 1/3 to 2/3 of the time: Work near moving or mechanical parts, exposure to radiation, moderate noise.