TalentRemedy
Bilingual Participant Communications Specialist (Customer Service)
TalentRemedy, Hanover, Maryland, United States, 21098
Job DescriptionJob 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 functionsRespond to telephone inquiries through the call center regarding United States and Canadian pension and annuity plansProvide data entry support by updating participant, survivor, beneficiary, and employer informationInteract and assist participants, survivors, beneficiaries, and employers in a professional and courteous mannerEngage 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 resolutionsMaintain records of telephone inquiries and services provided in V3Review 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 neededInitiate responses to document requestsProvide support services on administrative matters and special projects as assignedTrain others in performing the responsibilities of this classification, when requestedPerform all duties and responsibilities, as assigned by supervisorQUALIFICATIONS
Ability to comprehend Pension and Annuity plan rules and definitionsStrong interpersonal and customer-oriented communication skills and the ability to work effectively with active, retired, and terminated participantsAbility to work efficiently in a high demand, team oriented, and fast-paced environmentAbility to multitask and work on multiple tasks with accuracyIntermediate knowledge of Microsoft Office Suite 7Ability to follow processesStrong customer relations backgroundBEHAVIORAL COMPETENCIES
Pleasant phone demeanor and interpersonal skillsPunctuality and good attendanceFoster teamwork and display positive attitudeRespect of others in the workplaceMaintain participant/Fund office confidentialityEDUCATION AND/OR EXPERIENCE
College level education and/or minimum of two (2) years office experience to include customer service backgroundKnowledge of employee benefits/pension industry preferredProficiency in general computer use; use of Microsoft Word and Excel applicationsSound grammatical skillsFluency in Spanish required (speak, read, write)Fluency in French preferred but not requiredCall Center background preferredWORK 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!
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 functionsRespond to telephone inquiries through the call center regarding United States and Canadian pension and annuity plansProvide data entry support by updating participant, survivor, beneficiary, and employer informationInteract and assist participants, survivors, beneficiaries, and employers in a professional and courteous mannerEngage 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 resolutionsMaintain records of telephone inquiries and services provided in V3Review 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 neededInitiate responses to document requestsProvide support services on administrative matters and special projects as assignedTrain others in performing the responsibilities of this classification, when requestedPerform all duties and responsibilities, as assigned by supervisorQUALIFICATIONS
Ability to comprehend Pension and Annuity plan rules and definitionsStrong interpersonal and customer-oriented communication skills and the ability to work effectively with active, retired, and terminated participantsAbility to work efficiently in a high demand, team oriented, and fast-paced environmentAbility to multitask and work on multiple tasks with accuracyIntermediate knowledge of Microsoft Office Suite 7Ability to follow processesStrong customer relations backgroundBEHAVIORAL COMPETENCIES
Pleasant phone demeanor and interpersonal skillsPunctuality and good attendanceFoster teamwork and display positive attitudeRespect of others in the workplaceMaintain participant/Fund office confidentialityEDUCATION AND/OR EXPERIENCE
College level education and/or minimum of two (2) years office experience to include customer service backgroundKnowledge of employee benefits/pension industry preferredProficiency in general computer use; use of Microsoft Word and Excel applicationsSound grammatical skillsFluency in Spanish required (speak, read, write)Fluency in French preferred but not requiredCall Center background preferredWORK 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!