Member Services Representative

Department: Member Services

Reports to: Manager, Member Services

FLSA Status: Non–Exempt

Direct Reports: None

POSITION PURPOSE:

The Member Services Representative is responsible for assisting a large population of active and retired union members including their eligible dependents via in-person and telephone regarding their benefits including but not limited to Health and Welfare, Pension, Annuity, Scholarship and Vacation. This is a demanding, fast-paced environment.  Strong in-person and telephone communication skills are required. 

ESSENTIAL JOB FUNCTIONS

• Problem-solve issues regarding benefit eligibility, pension inquires and vacation inquiries in an effective and timely manner
• Review incoming documents for accuracy and completion, obtain missing information as necessary
• Maintain records of member interactions and transactions; record details of inquiries, comments, complaints, and details of actions taken
• Perform member verifications
• Follow HIPAA and organizational procedures for maintaining confidentiality; exercise independent judgment consistent with these guidelines
• Multitask and prioritize workload under tight deadlines in a demanding environment; must escalate appropriate issues to management in a timely fashion
• Learn from written material; review and refer to plan documents for assisting member
• Follow department procedures as outlined in the URBAN user guides and SOP’s

KNOWLEDGE, SKILLS AND ABILITIES:

• Bi-Lingual (English/Spanish) a plus
• Typing 45 -55 WPM
• Professional ability to manage high volume and high energy callers
• High School Diploma or equivalent is required; some college preferred
• Two (2) years’ experience in a customer service capacity is preferred
• Proficient in Microsoft Word, Outlook and Excel with ability to learn customer service software applications
• Ability to work under minimal supervision, independently and or as a member of a team
• Must be detail oriented with strong attention to accuracy

Benefit Associate

Technical Project Manager

DEPARTMENT: Information Technology

POSITION REPORT TO: Director of Information Technology

FLSA STATUS: Exempt

DIRECT REPORTS: None

POSITION PURPOSE:

The Technical Project Manager is responsible for performing needs assessment, planning, and managing the overall direction, coordination, implementation, testing, execution, completion, training, and documentation for a variety of projects. This individual manages vendors and implementation support staff and coordinates internal staff as required on project and ongoing basis.

ESSENTIAL JOB FUNCTIONS:

• Evaluate operational processes, determine need, and define project scope, specifications, goals, and deliverables that support Funds’ business goals in collaboration with Funds’ management and stakeholders.

• Draft project proposals detailing need, goals, standards of success, and economic analysis relating to cost benefit and return-on-investment standards.
• Develop comprehensive project plans and associated communications documents detailing milestones, deliverables, and success criteria and providing actionable feedback.
• Create and issue RFPs when applicable.
• Identify the resources and participants needed to achieve project goals. Coordinate managers, technical personnel, and external parties during all project phases, from initial development through implementation. Where required, negotiate with other department managers for the temporary use of required staff from within the Funds.

• Direct project teams in all aspects, including daily management, identification, evaluation, motivation, and development of team members. Set and continually manage project expectations with team members and other stakeholders as well as delegating tasks and responsibilities to appropriate personnel.
• Effectively communicate project status, issues, and risks to team members, stakeholders and Funds’ management on a regular ongoing basis and disseminate information on any problems or potential delays. Resolve and/or escalate issues affecting the project including, but not limited to costs, political, resources, legal, and timeline issues.
• Develop best practices and tools for project execution and management by ensuring proper development, documentation, and sign-off of system specifications, requirements and functionality enhancements.
• Establish a formal testing process, including development of test cases, scheduling of end-user testing, regression testing, and tracking of identified issues/bugs.
• Maintain the master schedule for all project related activities using appropriate tools.

ADDITIONAL JOB FUNCTIONS:

• Manage vendors from pre-engagement evaluation through post-engagement review, including billing, payment, contract, and support, in accordance with Funds’ policies and procedures.
• Prepare budget proposals and recommend subsequent budget changes where necessary.
• Set up and manage quality control and change management systems.
• Create and maintain documentation detailing Funds’ Standard Operating Procedures, workflow, operation manuals, and user guides.

REQUIREMENTS/EDUCATION:

• Bachelor’s degree (B.A.) in management or a combination of education and equivalent work experience.
• PMP, CPM, APMC or another related project management certification is desirable.
• Six (6) to ten (10) years related experience and/or training in senior-level management.
• Solid knowledge of project management and/or change management techniques and tools.
• Able to demonstrate success in prior project management roles.
• Proven experience in strategic planning, risk management, and change management.
• Proficient in project management software.

OTHER SKILLS & ABILITIES:

• Critical Thinking and Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics.
• Planning/Organizing – Able to organize tasks, time, resources and people; prioritize and plan work activities; facilitate setting goals and objectives; develop realistic action plans; schedule tasks and coordinate with various team members to accomplish the results; possess the ability to foresee the entire project as a whole at all times.
• Decision Making – Exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision-making process.
• Communication Skills – Speak clearly and persuasively in positive or negative situations; communicate effectively with people at all levels; adapt communications style with different individuals on various levels and to the situation at hand; listen and get clarification; respond well to questions; demonstrate group presentation skills; and participate in meetings.
• Leadership – Exhibit confidence in self and others; inspire and motivate others to perform well; lead goal setting and use the right methods to build and influence the project team towards goal attainment; effectively influence actions and opinion of others; accept feedback from others; give appropriate recognition to others.
• Negotiations – Able to see the concerns and issues of all stakeholders and respond by finding the best solutions that address issues without compromising the other stakeholders or the overall project.
• Adaptability – Adapt to meeting changing demands; able to quickly assess new situations and focus on potential solutions.

PHYSICAL DEMAND:

• While performing the duties of this job, the employee is regularly required to sit; talk and hear, in person and by telephone; use hands and fingers to handle, feel or operate computers and other standard office equipment; and reach with hands or arms. Must be able to lift and/or move up to 40 pounds.

NYCCBF offers competitive salaries and comprehensive benefits. The Fund Office is an equal opportunity employer and encourages applications from all qualified candidates regardless of gender, race, ethnicity, age, sexual orientation, marital status, religion, or disability.