Member Service Field Office Rep Bilingual

Job Code: 789B
Department Name: Member Services
Reports To: Supervisor, Member Services
FLSA Status: Non Exempt
Union Code: 53A
Management: No

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 100,000 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 new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with a positive outcome, and work collaboratively with colleagues.

The Funds oversees and manages $9 billion of assets, which are sourced from property owners who pay into the funds on behalf of their employees. This requires highly skilled financial management professionals.

For 2025 and beyond, 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, Qlik View, and more.

Under the supervision of the MS Supervisor, this position functions as a benefit representative in Member Service to assist participants with information for all benefits offered by the Fund. The representative is stationed in a Field Office.

• Collecting and analyzing data/information/correspondence to resolve problems in real‑time at high volume standards.
• Providing customer service to participants to resolve eligibility or Fund benefit issues.
• Educating participants about their Fund benefits through phone and walk‑in interactions.
• Displayed expertise in all Funds (Health, Pension, Legal, Training Fund).
• Exhibiting proficiency in all benefits (Empire‑Health benefits including Dental, Vision, RX, Eligibility, Mental Health, Pension, SRSP, Disability, COBRA, etc.).
• Handling inquiries through vendors, Optical, Pharmacy, and Employee Assistance.
• Handling escalated member issues on the telephone or face‑to‑face.
• Following up to completion (member notification whether verbal or in writing) of complex issues, analyzing and interpreting related correspondence for members.
• Proven proficiency in eligibility process, all Benefit Systems, Pension & SRSP Processes, and Health.
• Analyzing and interpreting customer phone, verbal, and written inquiries.
• Managing own inventory of work accumulated through participant interactions/inquiries.
• Operating computers with multiple screens to research and resolve customer inquiries online.
• Communicating effectively with the Union, Employers, Building Representatives, and Shop Stewards as well as Fund agencies to resolve and coordinate Member issues and processes.
• Identifying problems with participant interaction and providing examples to management.
• Handling difficult communications and irate people.
• Performing other functions and administrative duties as necessary or as assigned by Management.
• Facilitating and attending Member and Employer Benefit Training seminars, membership meetings, field site visits, and Brigades on a voluntary overtime basis.

• Spent at least one year as a bilingual Member Service Representative with a proven track record of outstanding performance. The candidate must not have any disciplinary actions regarding work performance or attendance.
• Detailed knowledge of benefits as displayed through participant handling via utilizing Empire, all Member data and processing systems, CRM, and member contact documenting tracking tools.
• Ability to prioritize work and meet deadlines.
• Demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, and Windows applications.
• Typing 40+ words per minute.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent…