Job Information
IUPAT Participant Communications Specialist - Bilingual in Hanover, Maryland
Description/Job Summary
This job description is intended to provide a general description of the duties and responsibilities of the classification/position described below. It is not intended to establish limitations or restrictions on the duties of the employee occupying the classification/position as these duties and responsibilities may be changed, modified or adjusted at any time by management.
Responsibilities/Duties
Perform Administrative tasks necessary to complete job functions
Respond to telephone inquiries through the call center regarding United States and Canadian pension and annuity plans
Provide data entry support by updating participant, survivor, beneficiary, and employer information
Interact an assist participants, survivors, beneficiaries, and employers in a professional and courteous manner.
Engage 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 resolutions.
Maintain records of telephone inquiries and services provided in V3
Review 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 needed.
Initiate responses to document requests
Provide support services on administrative matters and special projects as assigned
Train others in performing the responsibilities of this classification, when requested.
Perform all duties and responsibilities, as assigned by supervisor.
Required Skills
Ability to comprehend Pension and Annuity plan rules and definitions
Strong interpersonal and customer-oriented communication skills and the ability to work effectively with active, retired, and terminated participants
Ability to work efficiently in a high demand, team oriented, and fast-paced environment
Ability to multitask and work on multiple tasks with accuracy
Intermediate knowledge of Microsoft Office Suite 7
Ability to follow processes
Pleasant phone demeanor and interpersonal skills
Punctuality and good attendance
Foster teamwork and display positive attitude
Respect of others in the workplace
Maintain participant/Fund Office confidentiality
Required Experience
College level education and/or minimum of two (2) years office experience to include customer service background.
Knowledge of employee benefits/pension industry preferred
Proficiency in general computer use; use of Microsoft Word and Excel applications
Sound grammatical skills
Preferred Experience
Fluency in Spanish strongly preferred
Call center background preferred
Required Education
College level education and/or minimum of one (2) year's office experience to include customer service background
Details
- 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.