Member Service Representative

The Member Service Representative position fulfills an important role in our organization. A Representative is required to help members, union employers, benefit providers and internal staff with benefit inquiries while delivering high-quality customer service. In addition, this role supports functions related to enrollment and document processing that is necessary for a member to receive benefits through the Carpenters’ Benefit Plans.

Principal Accountabilities:

• Provide member-centric service as developed and adhered to by the organization.
• Maintain high-level knowledge of all aspects of the Carpenters' Benefit Plans.
• Resolve member, provider, and employer issues on the spot and/or route those issues to the correct location for efficient resolution.
• Take ownership for each member, issue, document, and interaction you, as the representative, encounter to the fullest extent required to achieve the need presented.
• Liaise between the Carpenters’ Benefit Office and the Mid-America Carpenters Regional Council Office.
• Review and process enrollment/eligibility documents within a team structure.
• Assist in functions related to processing member's premiums.
• Assist with implementation of technologies-based efficiencies.
• Work with peers to evaluate and improve current processes.
• Communicate cross-departmentally to insure a ‘One and Done’ experience for the member.
• Must maintain privacy standards as well as high levels of accuracy and timeliness.

Qualifications:

• Preferred knowledge (but not required) of a variety of aspects of multi-employer benefit plans, such as, but not limited to: o Medical/pharmacy benefits and claims, Medicare, COBRA, benefit enrollment, and premium processing o Annual vacation redemption benefits, and o Reciprocity/hours transfer.
• Works independently while encouraging an atmosphere of teamwork.
• Provides extraordinary member –centric customer service.
• Makes decisions based on policies and guidelines.
• Organizes self and manages multiple priorities.
• Takes initiative to problem solve.
• Possess a temperament to handle multiple personality types.
• Show a deep commitment to the members they represent.
• Communicates clearly with tact, both verbally and written.

• Comfortable using a variety of computer software and video conferencing equipment.
• Efficient and accurate data entry skills.
• Must be willing to cross train into additional areas, including but not limited to, Pension Department.

Requirements:

• Bachelor's Degree in Human Resources or related field, or at least three years related experience in the employee benefits or customers service field.
• Computer proficiency in a wide variety of technology, including Microsoft Office, multiple internet browsers and computer network basics.
• Willingness to seek opportunities to learn new knowledge and new technology, as well as a high comfort level in self-teaching the most recent technology.

Department Overview:

The Benefit Office currently has thirteen representatives in the St. Louis office. The St. Louis office is located side by side with one of the Mid-America Carpenters Regional Council buildings. The Member
Service Department’s primary function is to provide members with accurate information to address their inquiries or direct them to the correct location for resolution. In-person walk-in service is also a focus of this department.

Organization Overview:
Mid-America Carpenters Regional Benefit Services is a third-party administrator that oversees multiple benefit plans for union carpenters and their families in Southern Illinois, Missouri, and
Kansas. We strive to provide the best benefits to the most members for as long as possible by providing extraordinary service, driving innovative approaches, and being deeply devoted to the
Carpenters’ Union, our members, and our organization.

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Physical Setting:

• Office

Schedule:

• Monday to Friday

Work Location: One location