Member Services Rep II

Description

The Member Services Representative (MSR) II serves as an experienced resource within the Member Services Department, providing advanced support to members, retirees, beneficiaries, dependents, employers, and vendors regarding Fund benefits, including Health & Welfare, Pension, Annuity, Vacation, Scholarship, and related programs.

MSR II handles complex inquiries, resolves escalated issues, conducts benefit research, and serves as a liaison between members, internal departments, and external vendors. This role requires strong benefit knowledge, sound judgment, and effective communication in a fast-paced, high-volume environment.

The ideal candidate is customer-focused, detail-oriented, and able to interpret benefit plan provisions while maintaining confidentiality and delivering a positive member experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Member Services & Benefit Administration

• Serve as a primary resource for resolving complex member inquiries regarding eligibility, Pension, Annuity, Vacation, Scholarship, and Health & Welfare benefits.
• Research and investigate member account issues and benefit discrepancies, utilizing multiple systems and available documentation.
• Review and analyze member records to ensure accuracy, completeness, and compliance with Fund policies and procedures.
• Assist members in understanding benefit provisions, eligibility requirements, enrollment processes, and applicable deadlines.
• Provide accurate and timely information regarding Fund programs while maintaining exceptional customer service standards.
• Conduct member verification processes in accordance with established procedures and security protocols.
• Prepare and provide requested member documentation
• Assist members with account maintenance activities, including updates to personal information, beneficiary designations, and documentation requirements.

Issue Resolution & Escalation Management

• Resolve escalated member concerns through effective problem-solving, research, and collaboration with internal departments.
• Investigate and reconcile pension credit discrepancies and other complex benefit-related issues.
• Facilitate conflict resolution by professionally addressing member concerns and identifying appropriate solutions.
• Escalate sensitive or high-risk issues to management while providing detailed documentation and recommendations.
• Ensure all member interactions are handled professionally, empathetically, and in accordance with organizational standards.

Vendor & Department Liaison Functions

• Serve as a liaison between members and third-party vendors, including insurance carriers, pension administrators, audit vendors, and other service providers.
• Coordinate with internal departments including Pension, Welfare, Eligibility, Accounting, and Information Technology to resolve member concerns.
• Assist members in navigating vendor requirements and obtaining necessary documentation.

Operational Support

• Review incoming forms and supporting documentation for completeness, accuracy, and compliance with Fund requirements.
• Obtain additional information from members, providers, employers, or vendors when necessary to facilitate processing.
• Process Rapid! Pay Card requests in accordance with validation procedures and established controls.
• Assist with Social Security merge processes and related member account maintenance activities.
• Accurately document all member interactions, inquiries, complaints, resolutions, and follow-up actions within applicable systems.
• Maintain confidentiality of sensitive information and comply with HIPAA regulations and organizational privacy standards.

Leadership, Training & Development

• Serve as a mentor and resource to Tier I Member Services Representatives.
• Reinforce departmental procedures, customer service standards, and best practices.
• Participate in departmental meetings, training sessions, and continuous improvement initiatives.
• Support management with special projects, operational initiatives, audits, and other business priorities.

Compliance 

• Maintain a thorough understanding of Fund rules, benefit plans, organizational policies, and applicable regulations.
• Utilize plan documents, Summary Plan Descriptions (SPDs), user guides, and Standard Operating Procedures (SOPs) when assisting members.
• Adhere to all departmental procedures and quality standards.
• Exercise independent judgment while ensuring compliance with organizational policies and regulatory requirements.

Requirements

EDUCATION & EXPERIENCE

• Bachelor's degree in Business Administration or related field required.
• Minimum of three to five years of customer service experience required, preferably in benefits administration, healthcare, insurance, pension administration, or a related field.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong knowledge of employee benefit administration, customer service principles, and member relations practices.
• Excellent verbal, written, and interpersonal communication skills.
• Demonstrated ability to handle sensitive and confidential information with professionalism and discretion.
• Strong analytical, research, and problem-solving skills.
• Ability to de-escalate challenging situations and resolve member concerns effectively.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Ability to work independently with minimal supervision and collaboratively as part of a team.
• Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
• Ability to learn and effectively utilize benefit administration and customer service software applications.
• Demonstrated ability to train, coach, and support coworkers.
• Bilingual (English/Spanish) skills are highly desirable.

Working Environment

Office-based position in a fast-paced customer service environment and requires frequent interaction with members, beneficiaries, healthcare providers, employers, and Fund staff. Primarily sedentary work performed in an office environment. Ability to sit for extended period of time while looking at the computer workstation. Frequent use of a computer, keyboard, mouse, telephone, and other standard office equipment. Frequent reading, reviewing, and entering information into electronic systems and databases. This position plays a vital role in supporting the Fund's commitment to providing exceptional service and ensuring that members and their families receive accurate guidance, timely assistance, and a positive experience.

Salary and Benefits

Salary Range: $65,000 -$69,000

The rate of pay offered will be based on relevant skills, education, experience, and qualifications. The NYCDCC Benefit Funds offer a comprehensive and competitive benefits package, including 100% employer-paid health benefits, an employer-funded annuity contribution equal to 10% of compensation, paid time off, and professional-development support, including CEBS and continuing-education programs.

EEO Statement

The NYCDCC Benefit Funds are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, creed, religion, color, national origin, ancestry, alienage, pregnancy, disability, age, uniform service member status, veteran status, marital status, caregiver status, familial status, status as a victim of domestic violence, sexual violence or stalking, membership in a domestic partnership, sex, gender (including gender identity, gender expression or status as a transgender person), genetic information, sexual orientation (including an individual’s actual or perceived romantic, physical or sexual attraction to other persons, or lack thereof, on the basis of gender), sexual and reproductive health decisions, or on any other characteristic protected by applicable federal, state, or local law.

If reasonable accommodation is needed to participate in the job application or interview process, please contact Krystal Higgins at (212) 366-7516.