Member Services Representative

Benefits Specialist

Position Summary : 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.

Essential Duties and Responsibilities :

• 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.

Qualifications :

To perform the job satisfactorily, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. As well, the candidate must be free of any disciplinary actions.

Technical Skills :

Interpersonal Skills :

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

Bilingual Language Skills : Fluent in multiple languages is a plus but not required.