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Building Service 32BJ Benefit Funds


Member Engagement Field Representative

Based in New York City, NY

 

Summary:
Under the supervision of the Manager of Member Engagement, works as a benefit representative for Member Engagement, to educate and inform participants about all benefits offered by the Fund, and to assist participants with navigating how to access the benefits offered by the Fund. Will be expected to work in the “Field”, meeting with members to educate them proactively on specific campaigns. Representative will be responsible to arrange these worksite visits in order to see as many members as possible each day they are assigned to the Field. Dependent on Field engagement daily volume, will also be responsible for member workshops and in person and online meetings, representing Member Engagement at partner locations.

Essential Duties and Responsibilities:

  1. Educate and inform participants about their Fund benefits through in-person fieldwork, as well as phone and online interactions with participants.
  2. Inform and train participants on how to access benefits Funds.
  3. Facilitate, attend, and lead Member and Employer Benefit Training seminars, membership meetings, field site visits and Brigades.
  4. Strategically plan agendas and materials
  5. Collect and analyze data/information/correspondence to resolve a problem in real time, at high volume standards.
  6. Provide customer service to participants to resolve eligibility or Fund benefit issues.
  7. Display expertise in all Funds (Health, Pension, Legal, Training, SRSP).
  8. Exhibit proficiency in all benefits offered per plan.
  9. Ability to handle escalated member issues face to face.
  10. Ongoing management of own inventory of work accumulated through Participant interactions/inquiries.
  11. Operating computers with multiple information screens to research and resolve customer inquiries on line.
  12. 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, processes and deliver plan campaigns.
  13. Identify problems with participant interaction and provide examples to management.
  14. Ability to effectively communicate to Participants, including proficient handling of difficult communications and irate people.
  15. Perform other functions and administrative duties as necessary or as assigned by Management.

Qualifications:
Previous front-facing experience in membership based organizations. Union experience a plus. Must be able to work a flexible work schedule including irregular hours and weekends.

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.

Technical Skills:

  • Ability to quickly learn & utilize member data processing systems and 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, Zoom, and Windows applications.
  • Previous experience with database systems, CRM, and vendor portals.
  • Strong analytical, problem solving and decision-making skills.
  • Excellent organizational and prioritizing skills.
  • Strong ability to multitask using oral, visual and tactile senses simultaneously.
  • Ability to work independently.
  • Flexibility with work schedule (can include weekends) and location.

Interpersonal Skills:

  • Strong oral and written interpersonal skills.
  • Strong verbal and written communication skills.
  • Ability to effectively speak to large groups
  • Demonstrated customer service orientation.
  • Ability to effectively operate in 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 and /or Experience:
High School diploma, GED or equivalent experience, Call Center experience, Field work or Health Care Customer Service background is a plus.

Bilingual Language Skills:

  • Read, write and understand Spanish and English.
  • Additional language abilities 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.

  • Over 2/3 of the time: Walking, standing Sitting, Reaching with Hands & Arms, Over 2/3 of the time: Talking or Listening
  • Less than 1/3 of the time: Climbing or Balancing, Stooping, Kneeling, Crouching.
  • 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

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