Member Resource Center Specialist; MRCS

Member Resource Center Specialist (MRCS)

Purpose:

The Member Resource Center Specialist (MRCS) operates in the Member Resource Center (MRC) as part of its day‑to‑day operations. The MRCS works closely with union officers, staff, and leaders to communicate with union members about union programs and current issues.

Location:

Chicago, Illinois

• Answer members via phone calls, emails, faxes, and/or mail inquiries.
• Document call content using SEIU HCII’s computer system and phone software.
• Research, problem‑solve, and assist members to understand their membership dues, COPE deductions, and payroll calculations.
• Communicate with members to increase membership, COPE, and support for campaigns.
• Promote membership benefits to ensure member retention.
• Answer basic questions about collective bargaining contracts, union programs, marketing materials, services, and union events.
• Provide referrals to programs outside the union.
• Ensure appropriate case intake for filing first step and referral to specialty units on grievances.
• Handle inbound and outbound registration calls for the METC and assist callers on training questions.
• Communicate campaign messages and the union’s vision and mission.
• Support the union and organizing campaign efforts via phone calls, community outreach, and member events.
• Assist in training new staff, Member Interns, or Stewards face‑to‑face or via phone.
• Conduct outbound calls to Members for various reasons.
• Some examples of the duties and responsibilities are listed above and described in more detail on the following pages.
• Other duties as assigned.

This individual must organize his or her time and develop and carry out work plans with minimum supervision or daily direction. They must effectively give and receive feedback and collaborate with direct supervisor, peers, leaders, members, and their direct staff, if applicable.

The MRCS will be evaluated on their ability to assist members to find answers and resolutions to the issues that initiated the call from the member. The MRCS will embrace the mission of SEIU HCII and the MRC and demonstrate our organization’s values on a daily basis. They will be evaluated on their ability to work independently in the call center, achieve one‑call resolution, maintain working relations with members and staff, balance conflicting demands, and complete assigned tasks competently and professionally in line with SEIU HCII’s goals.

The MRC may offer extended business hours. Initial service hours are from 8:30 a.m. to 5:00 p.m. CST. Staffing includes different shifts, possible weekend hours, and anticipated extended hours in the future.

The MRCS is expected to understand the union contracts administered through SEIU HCIIMK, lead by example, and work with racially and ethnically diverse workers in both cities and rural areas. All staff must respect organizational processes and work within the framework to resolve internal disputes and issues.

• Demonstrated understanding of the organizing model and how it empowers members.
• Demonstrated ability to formulate and meet measurable performance goals.
• Excellent typing and writing skills for numerous forms of communication.
• Excellent interpersonal and communication skills, establishing respectful relationships with diverse backgrounds.
• Ability to lead, motivate, and inspire others and participate in key union organizing activities despite employer opposition.
• Sound interpersonal and communication skills with diverse backgrounds.
• Desire to learn about labor history, collective bargaining, organizing models, and support others in learning.
• Ability to handle multiple priority projects simultaneously and meet established deadlines.
• Good and ethical judgment, willingness to take initiative, and teamwork.
• Basic working knowledge of Microsoft Office, databases, and Internet.

• Participate in Member Events in a customer‑service type capacity (e.g., checking in members, directing traffic, assisting with event setup or clean‑up).

Hourly, non‑exempt position is competitive and commensurate with experience. Target compensation is between $46,335 – $51,572 annually. Company‑paid benefits are included.

SEIU Healthcare Illinois & Indiana is an Equal Opportunity Employer. We value a diverse workforce and encourage individuals from all backgrounds to apply.