Member Engagement Representative

Customer Service Representative

Responsibilities

Provide timely customer support through email, telephone, live chat, outbound call campaigns, and return calls

Demonstrate the ability to effectively educate members, non-members, retirees, dependents / spouses or a Member Representative on retirement, benefit plans and Fund services

Maintain HIPAA compliance while communicating with members and advocates by email, telephone, and chat regarding all 1199SEIU benefits and programs (include but not limited to Eligibility, member enrollment, Retiree Health benefits and Pension)

Resolve member issues related to pension, claims, benefits and payments

Develop collaborative relationships with various units and departments to resolve member inquiries

Retrieve and respond to member and retiree voicemails received

Review and verify submitted Pension applications and forms to ensure all required documentation are complete for processing

Schedule appointments for prospective pensioners

Verify, establish, and re-establish benefits for members and eligible dependents enrolled in all Funds using various systems (V3, QNXT, Express Script, etc.)

Generate correspondence to members and submit production reports

Work well under pressure, multi-task, establish priorities, meet established deadlines, and follow through on all received assignments

Must meet performance standards including attendance, punctuality, department policies, guidelines, and procedures

Perform additional duties and projects as assigned by the management from time to time

Qualifications

High School Diploma or GED required, some College or Degree preferred; plus

Minimum two (2) years customer service experience in a call center environment required; or two (2) years' experience working in a member-facing position

Comprehensive knowledge of 1199SEIU Benefit and Pension Fund eligibility guidelines, benefit entitlements, and plan rules for multiple Funds (1199SEIU National Benefit Fund, 1199SEIU Greater New York and New Jersey, 1199SEIU Home Care Fund and LPN) are required

Knowledge of all types of extended coverage (i.e., Disability Benefits, Family Medical Leave Act (FMLA) and Worker's Compensation) and / or knowledge of pension eligibility, calculations and processing required

Knowledge of Medical, Hospital, Dental, Eligibility processing systems (i.e., V3, QNXT, BeneFAQs, Express Scripts) required

Proficient in desktop applications to include Microsoft Excel, Outlook, and Word preferred

Excellent communications skills in verbal, written and listening; excellent interpersonal skills including courtesy, tact, and discretion. A positive "can-do" attitude. Ability to use positive language

A passion for delivering timely and exceptional service, with all the personal qualities that this requires, such as warmth, empathy, optimism, team orientation, and conscientiousness

Multi-tasking skills while using multiple platforms

Work well under pressure, multi-task, establish priorities, meet deadlines, and follow through on assignments

Hours of operation are from 8 : 00 a.m. to 6 p.m. shifts are subject to change and availability