1199SEIU Benefit and Pension Funds
Member Engagement Representative
1199SEIU Benefit and Pension Funds, New York, New York, us, 10261
Overview
Member Engagement Representative at 1199SEIU Benefit and Pension Funds. Responsibilities
Provide timely customer support through email, telephone, live chat, outbound call campaigns, and return calls. 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 (including 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. Review and verify submitted Pension applications and forms to ensure all required documentation is 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 assignments. Meet performance standards including attendance, punctuality, department policies, guidelines, and procedures. Perform additional duties and projects as assigned by management from time to time. Qualifications
High School Diploma or GED required; some college or degree preferred. Minimum two (2) years of customer service experience in a call center or 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) as applicable. Knowledge of extended coverage (Disability Benefits, FMLA, Worker’s Compensation) and/or knowledge of pension eligibility, calculations, and processing. Knowledge of Medical, Hospital, Dental, Eligibility processing systems (V3, QNXT, BeneFAQs, Express Scripts) relevant to the role. Proficient in desktop applications (Microsoft Excel, Outlook, Word) preferred. Excellent verbal, written, and listening communication skills; courteous, tactful, discreet, and able to use positive language. A customer-focused mindset with warmth, empathy, optimism, teamwork, and conscientiousness. Ability to multitask across multiple platforms and work well under pressure. Hours of operation are 8:00 a.m. to 6:00 p.m. Shifts may be subject to change and availability.
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Member Engagement Representative at 1199SEIU Benefit and Pension Funds. Responsibilities
Provide timely customer support through email, telephone, live chat, outbound call campaigns, and return calls. 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 (including 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. Review and verify submitted Pension applications and forms to ensure all required documentation is 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 assignments. Meet performance standards including attendance, punctuality, department policies, guidelines, and procedures. Perform additional duties and projects as assigned by management from time to time. Qualifications
High School Diploma or GED required; some college or degree preferred. Minimum two (2) years of customer service experience in a call center or 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) as applicable. Knowledge of extended coverage (Disability Benefits, FMLA, Worker’s Compensation) and/or knowledge of pension eligibility, calculations, and processing. Knowledge of Medical, Hospital, Dental, Eligibility processing systems (V3, QNXT, BeneFAQs, Express Scripts) relevant to the role. Proficient in desktop applications (Microsoft Excel, Outlook, Word) preferred. Excellent verbal, written, and listening communication skills; courteous, tactful, discreet, and able to use positive language. A customer-focused mindset with warmth, empathy, optimism, teamwork, and conscientiousness. Ability to multitask across multiple platforms and work well under pressure. Hours of operation are 8:00 a.m. to 6:00 p.m. Shifts may be subject to change and availability.
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