SEIU BENEFIT FUNDS JOB SPEC

Job Title: Call Center Representative       Grade: TS-4

Purpose: 

This position is responsible for acting as a liaison for the SEIU Benefit Funds between participants, beneficiaries, trustees, employers and other parties providing service that reflects respect, efficiency and courtesy. The Benefit Funds administer multiple benefit funds in a fast paced environment.

Primary Responsibilities:

Handle incoming telephone calls and/or direct to other Benefit Fund staff as necessary acting as liaison between participants and beneficiaries and other Benefit Fund departments to ensure callers are serviced with respect, efficiency and courtesy. Consult, research, resolve and respond verbally and/or in writing to participants, beneficiaries, trustees, employers, etc regarding various issues. Assist in clerical function of SEIU Benefit Funds. Monitors and maintains benefit application data. Provides information to benefit applicants critical to Benefit Funds processing benefit applications in timely manner. Processes and maintains participant and beneficiary census and payment data. Provides written and verbal translation services (Spanish) as assigned. Performs other duties as required to support the mission of the department and the SEIU Benefit Funds.

Direction and Decision Making:

This position reports to the Call Center Manager.

Education and Experience:

Associates degree from an accredited college or university with coursework including business administration or other related coursework and one (1) year of experience in a call center or customer service environment.

Equivalency:

High school or GED and three (3) years of experience in a call center or customer service environment.

Or, a combination of education and experience that would provide for the following knowledge, skills, and abilities:

Ability to communicate effectively, both orally and in writing in bi-lingual environment. Ability to think critically and produce sound, logical conclusions. Ability to perform data entry functions. Ability to work efficiently and effectively in demanding environment. Ability to handle sensitive situations in calm respectful manner Ability to multitask using oral, visual and tactile senses. Ability to handle multiple projects, meet established deadlines and adapt to an ever changing environment for the purpose of accomplishing results. Ability to organize work/tasks to provide for systematic and efficient processes. Ability to produce work accurately and thoroughly. Ability to maintain flexible attitude and approach toward assignments while actively participating and supporting a team environment. Proficient in the use of personal computers using accounting, database, and spreadsheet software or other SEIU Benefit Funds software, including Microsoft Office Suite, in the performance of record keeping.

Test Certifications:

Excel (Basic); Word (Intermediate)

Physical Requirements:

Work is generally performed in an office setting. Overtime required as necessary.

Probationary Period:

Sixteen (16) calendar weeks