Call Center Representative

SEIU BENEFIT FUNDS JOB SPEC

Job Title:Call Center RepresentativeGrade: 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

Job Type: Full-time

Pay: $55,961.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Commute:

• Washington, DC 20036 (Required)

Work Location: Hybrid remote in Washington, DC 20036