Counselor, CARE Team

Job Description

Job Description

Job Code
Y2926RS

Department Name
Retirement Services

Reports To
Assistant Manager, CARE Team

FLSA Status
Non Exempt

Union Code
53A

Management
No

About Us:

Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 185,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

The Funds oversees and manages $11 billion of dollars in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people.

32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.

Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A

Job Summary:

Under the supervision of CARE Team Management, the CARE Counselor provides advanced counseling and case management services to active, inactive, disabled and retired 32BJ members and their dependents. The CARE Counselor handles complex benefit scenarios and provides in-depth guidance on benefit eligibility, calculations, methods of retirement benefits, payments and taxability of retirement income, retiree health benefits, and disability. This role requires a commitment to empathetic and high-quality service, and a demonstrated ability to analyze complex member issues and implement solutions while upholding the CARE Team’s values of Collaboration, Action, Reliability, and Empathy.

Essential Duties and Responsibilities:

• Interprets retirement rules and apply application procedures and requirements for members, alternate payees, pre- and post-retirement surviving spouses.

• Reviews the accuracy and process pension applications and supporting documents across a range of complexities.

• Conducts in-person and telephone (scheduled or walk-in) counseling appointments and process pension applications for members across all plans, including applications that require additional analytical review and advanced communication skills, (disability, special group indicator, Qualified Domestic Relations Orders (QDRO), and ‘red’ applications).

• Ensures required supporting documents are submitted and verified; determine needs for additional information in order to meet requirements.

• Coordinates all communications with members, including but not limited to Pension Summary Letters, Missing Information Letters, and Award Letters.

• Reviews members eligibility for retiree health benefits.

• Assesses the need for and review detailed earnings reports from the Social Security Administration to assist in finalizing the calculation of pension service credits and review such reports with members.

• Discuss SRSP distribution options, Social Security, Medicare, and Legal Fund benefits with retirees.

• Handles inbound and outbound CARE calls as needed, responding to participant pension, condolence, or disability inquiries.

• When not providing retirement counseling, works on processing pension applications and estimates (OPEs), including RMD applications and OPEs, reinstatements, and other duties including but not limited to Banking procedures.

• Performs tasks and special projects as required by management/supervisory staff.

• Serves as the designated backup for CARE Support Specialists and CARE Associate Counselors, to ensure continuity of service when coverage is needed.

• Participates in retirement planning seminars by presenting pension information to large groups.

Qualifications (Competencies):

• Minimum of two years or equivalent of experience processing pension applications and calculations, or two years customer service experience with pension products.

• Advanced Knowledge of the 32BJ 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.

• Detailed knowledge of pension benefits as displayed through ability to read and understand plan documents.

• Ability to independently manage multiple cases simultaneously, 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.

• Excellent organizational and prioritizing skills.

• Flexibility with work schedule. Some overtime or travel required.

Soft Skills (Interpersonal Skills):

• Ability to build rapport and foster trust through empathetic communication and member-focused service.

• Demonstrates exceptional communication skills and professionalism in all interactions, ensuring a positive experience through responsive, empathetic, and solution-oriented service.

• Ability to coordinate and work on multiple projects at once.

• Detail oriented with excellent organization skills.

• Good communication skills, both written and verbal.

• Ability to work independently coupled with the ability to work as a member of a fast-paced team.

• Ability to establish and maintain effective working relationships with project team members, supervisors, and employees from other departments.

Education:

College graduate (preferred) and/or Pension/Disability Customer Service background preferred.

Language Skills:

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

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.

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:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.