Benefits Specialist, Member Services — NYC; ‑Time

Full Time

New York, NY, US

30+ days ago Requisition

Salary Range: $60,035.19 To $60,035.19 Annually

Job Title:

Member Services Representative (
Benefits Specialist
)

Extended Hours
* * Differential Pay Added for Working Extended Hours**

Department:
Member Services

• Competitive Salary coupled with a great work/life balance
• Prime Location - Flatiron District in Manhattan (NYC)
• Comprehensive Health Package including medical, dental & vision coverage with no employee contribution to the premium for a family plan
• Pension Benefit that includes monthly employer contributions
• Retirement Benefit that includes 3% 401K employer contributions
• Professional Coverage/Reimbursement includes Tuition Reimbursement Program
• Paid Time Off including vacation, personal, and sick days
• Federal Paid Holidays – Up to 11 days off with pay
• And more...
  • Mission-driven, internal job growth opportunities

Annual Salary Clarification: Non-Bilingual: $58,035.19;
Bilingual: $60,035.19 - Per Collective Bargaining Agreement (CBA)

FLSA Status: Non-Exempt (Eligible for OT per business needs)

Work Hours & Shift: 35 Total (Tuesday-Friday 12:00pm-8:00pm and Saturday 9:00am-5:00pm)

After extensive paid training and under the supervision of the Member Services Call Center or Welcome Center Supervisor and MSR 2/3 Team, works as a Benefits Specialist for the Member Services Call Center or Welcome Center to assist participants with information for all the benefits offered by the Fund.

• Collecting and analyzing data/information to resolve a problem in real time, at high volume standards.
• Provide customer service to participants to resolve eligibility or Fund benefit issues.
• Displayed proficiency in all processing systems: eligibility process, Health benefits and system, COOL/V3/DYNAMICS system, CRM/WF and vendor systems.
• Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman).
• Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
• Follow workflows to resolve participant questions.
• Representatives analyze and interpret customer phone and written correspondence.
• Ongoing management of own inventory of work accumulated through Participant interactions/inquiries. These inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension related issues.
• Operating computers with multiple information screens to research and resolve customer inquiries on line.
• Representatives ensure that all processing meets or exceeds MSR Quality measurement objective and performance standards, including, but not limited to, handling and documentation.
• Ability to effectively communicate to Participants.
• Perform any other relevant, related or pertinent work or duties as requested or assigned.

• Detailed knowledge of benefits as displayed in training and determined through subject matter exams utilizing One View, vendor systems, COOL/V3/DYNAMICS and CRM processing system.
• Ability to prioritize work and meet deadlines.
• A demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, Windows and Outlook applications.
• Strong analytical, problem solving and decision‑making skills.
• Excellent organizational and prioritizing skills.
• Strong ability to multitask.
• Various work schedules available.

• Strong oral and written interpersonal skills.
• Demonstrated customer service orientation.
• Ability to effectively operate in fast‑paced work environment.
• Detail oriented with excellent organization and communication skills.
• Experience working directly with customers.

High School diploma, some college preferred;
Health Care, Employee Benefits and/or Customer Service experience are strongly preferred.

Fluent in multiple languages is a plus, but not required.

Above average.