Member Services Representative (Benefits Specialist)

Essential Duties and Responsibilities: 

• Collecting and analyzing data/information to resolve a problem in real time, at high volume standards.
• Provide customer service to participants to resolve eligibility or Fund benefit issues.
• Displayed proficiency in all processing systems: eligibility process, Health benefits and system, COOL/V3/DYNAMICS system, CRM/WF and vendor systems
• Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman).
• Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
• Follow workflows to resolve participant questions.
• Representatives analyze and interpret customer phone and written correspondence.
• Ongoing management of own inventory of work accumulated through Participant interactions/inquiries. These inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension related issues.
• Operating computers with multiple information screens to research and resolve customer inquiries online.
• Representatives ensure that all processing meets or exceeds MSR Quality measurement objective and performance standards, including, but not limited to, handling and documentation.
• Ability to effectively communicate to Participants.
• Perform any other relevant, related or pertinent work or duties as requested or assigned.