Pension Call Center Representative

Pension Call Center Representative - UFCW & Employers Trust, Benefits Administration, CONCORD CA

Established in 1957, UFCW and Employers Trust, LLC, also known as the Trust Fund Office, is one of the top 400 largest retirement funds (managing over $6.4 billion in assets) in the USA. We administer health plans and pension benefits for over 240,000 participants at 149 employers throughout Northern California and Hawaii. We serve the grocery food market and retail pharmacy industry consisting of essential workers from employers like Safeway, Save Mart, and Raley's. The Trust Fund Office administers several multiemployer plans; an employee benefit plan maintained under multiple collective bargaining agreements. Our "Taft Hartley" plans are governed by strong Boards of Directors consisting of Union and Employer industry leaders (as Trustees) with a fiduciary focus and care for our Membership and their families. Our mission is to provide exceptional benefit administration to those we serve: our Members, Dependents, Local Unions, Employers, and Service Providers.

What We Are Looking For In An Ideal Candidate:

• Strong analytical skills
• Strong communication skills
• Strong problem-solving skills
• Willingness to learn
• Having the ability to prioritize tasks
• Embraces teamwork
• Commitment to exceptional member service

We Offer:

• $32.66 with scheduled yearly increases
• Full benefits package (medical: Kaiser or Blue Shield, dental, vision, life insurance, death benefit, employee member assistance program) with no premiums for employees and low premiums for dependents
• Defined Benefit Pension Plan
• 401(k) match and individual consulting with pension consultant
• Generous Paid Time Off (starting at 2.6 weeks up to 5.6 weeks) and Sick Time
• Generous holidays (11.5 paid days per year)
• On-site free gym in Concord
• Complimentary coffee service everyday
• Our Concord location includes free parking, and is conveniently located in the central east bay, beside the I-680 freeway and accessible to BART. The adjacent Veranda Shopping Center is within walking distance and has a variety of restaurants, retail shopping, and events.

Our Culture:

• Our mission to provide exceptional benefit administration for essential workers is what drives us. What we do matters and touches the lives of over 240,000 participants who work for 149 entities.
• We have been in business since 1957 and are expanding. Come grow with us!
• Average employee tenure of 11 years
• Culture of recognition
• Variety of paths for career advancement
• Exciting events
• An amazing team of professionals to collaborate with and learn from!

Job Summary:

This position is ideal for a customer service professional who enjoys helping members by handling a high volume of member inquiries and resolving issues with a first call resolution mindset. Responsible for developing a thorough understanding of all the Pension Plans administered by the Trust Fund to include their rules and regulations. Performs technical and administrative duties associated with the processing and verification of members' pension inquiries and applications, applying the rules and regulations of the Plans. Researches and resolves a broad range of questions and issues and communicates with members and their families, Union Representatives, other UFCW departments, and financial institutions.

Candidates who have been successful in this role: Experience in benefits, accounting or finance or from the banking industry. Pension experience is not required.

Essential Duties And Responsibilities:

• Provides accurate and detailed Pension estimates and answers questions as requested by members and Union Representatives.
• Answers inbound and outbound phone calls and provides explanations to members on the origin and nature of problems or issues.
• Assists members with pension questions through the online member self-service portal via the UFCW Trust website.
• Assists members in person with their questions regarding pension applications and inquiries.
• Identifies member issues rapidly and precisely. Solves problems and resolves issues, informing the member regarding the issue and outcome.
• Reviews, analyzes, processes and verifies pension applications and inquiries completed by other Pension Analysts.
• Processes retirement applications and verifies accuracy of information by developing and documenting a written chronological order of events in a member's work history by requesting, researching, investigating, and analyzing pension data.
• Processes death notices and pension payment verification restarts, potential suspensions, and pension payment void requests.
• Reconciling stale dated report, and other various tasks for the pension processes.
• Determines pension benefit eligibility, evaluates, and determines retirement types that the member/beneficiary qualifies for, and calculates pension benefit amounts under all Pension Plans administered by the Trust Fund.
• Processes retirement adjustments such as post age 70 accrual adjustments, Qualified Domestic Relations Order (QDRO) carve outs and required joint and survivor benefit pop-ups under the butcher plan.
• Reviews and processes suspendible service, rule of 85 calculations and projections, surviving spouse applications, community share calculations based on divorce documentation directed by stipulations and orders or qualified domestic relations orders, reciprocity agreements, external reciprocity, credited services increases, and updates member records accordingly.
• Performs and/or verifies required calculation of vesting credit, plan service credit, account balance, service breaks, and other issues.
• Initiates and prepares correspondence to members, beneficiaries, employers, and others regarding general account information, pension history, monthly retirement benefits and income tax reporting.
• Reviews, analyzes, processes, and mails requested information to set up facilitator, power of attorney, and/or conservatorship.
• Performs data entry and data correction tasks to update and correct member information and updates pension data in pension information systems.
• Responds to inquiries from active and retired members, beneficiaries, and employers regarding pension benefits.
• Assists various duties and responsibilities of a Pension Clerk
• Assists with general office duties and ensures the workspace and office is kept clean.
• Assists with special projects as assigned.

Minimum Job Requirements:

• 2 years of related work experience and a high school diploma. A combination of appropriate education and experience may be substituted for the minimum education and experience requirements.

Preferred Qualifications:

• Bilingual experience a plus.
• Knowledge of defined benefit and defined contribution plans a plus.

Knowledge, Skills And Abilities Requirements:

• Strong analytical skills.
• Skill in the application of outstanding customer service.
• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships with co-workers and employees throughout the office.
• Ability to serve a diverse membership by demonstrating empathy, kindness, and sincerity to all.
• Ability to accurately organize and maintain paper documents and electronic files.
• Ability to successfully resolve issues in a timely manner.
• Ability to comprehend, process and apply both verbal and written skills appropriate to the job.
• Ability to demonstrate strong follow-through and an appropriate sense of urgency.
• Ability to handle confidential information with discretion and tact to include member confidentiality, confidential Trust Fund data, HIPAA compliance, etc.
• Ability to prioritize and work independently as needed.
• Ability to take instruction and follow directions accurately.
• Ability to work effectively in a team environment.
• Ability to meet attendance, production, and quality assurance standards.
• Ability to detect errors, determine causes, and make corrections as appropriate.
• Proficiency in English grammar, spelling, punctuation, and simple mathematical functions such as addition, subtraction, multiplication, division, percentages, ratios, etc.
• Proficiency in the use of (or ability to learn) personal computer software or systems applicable to the essential functions of the job, which may include any or all of the following: email/calendar software, internet/intranet browsers, word processing, spreadsheets, database software, mail processing equipment, microfilm reader, copier, fax, scanner, various systems or software used by the office (such as vendor claims system), etc.

Physical Demands And Work Environment:

The physical demands described here are representative of those that must be