Job Title: Participant Communications Specialist (Bilingual)
Department: Call Center
Reports to: Administrative Manager
Our client is an international union supporting members of the finishing trades industry and is based in Hanover, MD. This administrative and customer relations role will be working with pension plan participants to help explain plan details and offer support as needed.
JOB SUMMARY
This customer relations role serves on the front line of communication and will be well versed in the 3 retirement plans offered by the Fund to a person that has become a vested participant under an Employer that has a contractual agreement with the Fund office or to a spouse or other beneficiary that has been awarded a benefit on behalf of a member. This role handles on average 25-50 calls a day depending on seasons and is responsible for retention of calls, handling of calls, returning calls, processing different forms, research and identifying other needs. This role is responsible for adhering to a contract agreement between work duties performed, time and attendance and department processes. The person in this role is strong in customer service, patient and able to keep a calm demeanor when handling calls, as well as is efficient with paying attention to details when revising demographics, beneficiary information and revising benefit payment information. ESSENTIAL DUTIES AND RESPONSIBILITIES
Perform Administrative tasks necessary to complete job functions Respond to telephone inquiries through the call center regarding United States and Canadian pension and annuity plans Provide data entry support by updating participant, survivor, beneficiary, and employer information Interact and assist participants, survivors, beneficiaries, and employers in a professional and courteous manner Engage in telephone contact with and respond to inquiries from outside parties including but not limited to financial institutions, third party vendors, union representatives, and legally appointed representatives while focusing on first time call resolutions Maintain records of telephone inquiries and services provided in V3 Review work-flows for United States and Canadian pension application processes, including but not limited to reviewing of application documents, verifying receipt of appropriate documentation with accuracy, and notifying of missing documents. Request written communication or follow up to applicants as needed Initiate responses to document requests Provide support services on administrative matters and special projects as assigned Train others in performing the responsibilities of this classification, when requested Perform all duties and responsibilities, as assigned by supervisor
QUALIFICATIONS
Ability to comprehend Pension and Annuity plan rules and definitions Strong interpersonal and customer-oriented communication skills and the ability to work effectively with active, retired, and terminated participants Ability to work efficiently in a high demand, team oriented, and fast-paced environment Ability to multitask and work on multiple tasks with accuracy Intermediate knowledge of Microsoft Office Suite 7
Ability to follow processes
Strong customer relations background
BEHAVIORAL COMPETENCIES
Pleasant phone demeanor and interpersonal skills Punctuality and good attendance Foster teamwork and display positive attitude Respect of others in the workplace Maintain participant/Fund office confidentiality EDUCATION AND/OR EXPERIENCE
College level education and/or minimum of two (2) years office experience to include customer service background Knowledge of employee benefits/pension industry preferred Proficiency in general computer use; use of Microsoft Word and Excel applications Sound grammatical skills Fluency in Spanish required Fluency in French preferred but not required Call Center background preferred WORK ENVIRONMENT
Use of the computer for approximately 90% of the day. Forty (40) hours will constitute the regular work week. The working hours will be (8) with 30 minutes or 1-hour unpaid lunch break. Flex start time window applicable (7:00 AM – 8:30 AM). However, flex window hours are subject to change to assigned start time(s) based on departmental needs. Benefits Comprehensive benefits package, including fully paid medical/Rx, dental, vision, short and long-term disability, life insurance, annuity, paid holidays and accrued personal paid time off. Gym on site!
