Member Service Field Office Rep Bilingual

Building Service 32BJ Benefit Funds

City of White Plains (NY)

On-site

USD 54,031 - 66,038

Full time

14 days+

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Benefits offered by this job

Competitive salary

Health, dental & vision coverage

No employee premium for family plan

Pension

3% 401K employer contributions

Tuition reimbursement

Paid time off

Federal holidays

Job summary

Building Services 32BJ Benefit Funds in White Plains, NY seeks a bilingual Member Services Field Office Representative (Spanish) to assist participants with benefit information at a Field Office. Reporting to the MS Supervisor, you will handle eligibility questions, educate members on Empire Health, Pension, and SRSP benefits, and resolve issues via phone or walk-ins.

The role requires strong communication, Excel proficiency, and the ability to multitask in a fast-paced environment;

Qualifications

High School diploma; college a plus.
Read, write and understand Spanish and English.
Call Center experience or Health Care Customer Service background is a plus.
Typing 40+ words per minute.

Responsibilities

Provide customer service to participants to resolve eligibility or Fund benefit issues.
Educate participants about their Fund benefits through phone and walk-in interactions.
Handle inquiries through vendors, Optical, Pharmacy, and Employee Assistance.
Follow-up to completion on complex issues such as pension or claims.
Operate computers with multiple screens to research and resolve inquiries.
Communicate effectively with Union, Employers, and Fund agencies to resolve issues.

Skills

Bilingual Spanish-English

Customer Service

Excel

Typing 40+ wpm

Communication

Multitasking

Time management

Education

High School diploma

Tools

CRM

Windows applications

Job description

Job Title: Member Services Field Office Representative Bilingual (Spanish)

Department: Member Services

Location: White Plains, NY

The 32BJ Benefit Funds is growing, and we’re currently seeking mission-driven Benefit Specialists ( Member Services Representatives) to join our team. We offer:

Competitive Salary coupled with a great work/life balance
Satellite Location in White Plains - 150 Grand St, White Plains, NY 10601
Comprehensive Health Package including medical, dental & vision coverage with no employee contribution to the premium for a family plan
Pension Benefitthat includes monthly employer contributions
Retirement Benefitthat includes 3% 401K employer contributions
Professional Coverage/Reimbursement includes Tuition Reimbursement Program
Paid Time Off including vacation, personal, and sick days
Federal Paid Holidays – Up to 11 days off with pay
And more...
Mission-driven, internal job growth opportunities

Annual Salary Clarification:

Bilingual: $60,035.19 - Per Collective Bargaining Agreement (CBA)

FLSA Status

Non-Exempt (Eligible for OT per business needs)

Work Hours

35 Total (Available shifts Monday-Friday 8:30am-6:00pm)

About Us

Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

The Funds oversees and manages $9 billion of dollars in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people.

For 2025 and beyond, 32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.

Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A

Job Summary

Under the supervision of the MS Supervisor, works as a benefit representative for Member Service to assist participants with information for all the benefits offered by the Fund. Stationed in a Field Office.

Essential Duties and Responsibilities

Collecting and analyzing data/information/correspondence to resolve a problem in real-time, at high volume standards.
Provide customer service to participants to resolve eligibility or Fund benefit issues.
Educate participants about their Fund benefits through phone and walk-in interactions.
Displayed expertise in all Funds (Health, Pension, Legal, Training Fund).
Exhibit proficiency in all benefits (Empire-Health benefits including: Dental-Vision-RX-Eligibility-Mental Health-Pension-SRSP-Disability-COBRA-etc.).
Handling of inquiries through vendors, Optical, Pharmacy, and Employee Assistance.
Ability to handle escalated member issues on the telephone or face to face.
Follow-up to completion (member notification whether verbal or in writing) complex issues, whatever the issue (i.e. pension, claim, etc.). Includes analyzing and interpreting related correspondence for Members.
Proven proficiency in eligibility process, as well as all Benefit Systems, Pension & SRSP Processes, and Health.
Representatives analyze and interpret customer phone, verbal, and/or written inquiries.
Ongoing management of own inventory of work accumulated through Participant interactions/inquiries.
Operating computers with multiple information screens to research and resolve customer inquiries online.
Ability to effectively communicate with the Union, Employers, Building Representatives, and Shop Stewards as well as Fund agencies, in order to resolve and coordinate Member issues and processes.
Identify problems with participant interaction and provide examples to management.
Ability to effectively communicate to Participants, including proficient handling of difficult communications and irate people.
Perform other functions and administrative duties as necessary or as assigned by Management.
Facilitate and attend Member and Employer Benefit Training seminars, membership meetings, field site visits, and Brigades on a voluntary overtime basis.

Qualifications (Competencies)

Spent at least one year as a bilingual Member Service Representative with a proven track record of outstanding performance as a Member Service Representative. The candidate must also not have any disciplinary actions in regards to work performance or attendance and punctuality. Also, 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.
Detailed knowledge of benefits as displayed through Participant handling via utilizing Empire, all Member data and processing systems, CRM, and member contact documenting tracking tools.
Ability to prioritize work and meet deadlines.
A demonstrated capability to manipulate and use multiple software programs and macros simultaneously including Excel, Microsoft Word, and Windows applications.
Typing 40+ words per minute.
Strong analytical, problem solving, and decision-making skills.
Excellent organizational and prioritizing skills.
Strong ability to multitask using oral, visual, and tactile senses simultaneously.
Flexibility with work schedule.

Soft Skills (Interpersonal Skills)

Strong oral and written interpersonal skills.
Demonstrated customer service orientation.
Ability to effectively operate in a fast-paced work environment.
Excellent listening skills.
Detail-oriented with excellent organization and communication skills.
Experience working directly with customers.
Outstanding work ethic and employment record (including attendance and punctuality).

Education

High School diploma, College a plus, Call Center experience or Health Care Customer Service background is a plus.

Language Skills

Read, write and understand Spanish and English. Additional language abilities are a plus.

Reasoning Ability

Above average.

Certificates, Licenses, Registrations

None

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling
Over 2/3 of the time: Talking or Hearing
100% of the time: Using Hands

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.