Intake Specialist I

Department: Intake

Reports To: Staff Administrator

FLSA Status: Local 1101 - Non-Exempt

SummaryThe 32BJ Legal Services Fund provides legal advice and representation to eligible 32BJ members and their dependents. Under the supervision of the Staff Administrator, the Intake Specialist I will work as a benefit representative for the Legal Services Fund, verifying member eligibility, determining coverage and opening matters, among other tasks.

Essential Duties and Responsibilities

• Collecting and analyzing data/information to resolve a problem in real time, at high volume standards.
• Assist clients via telephone, e-mail and in-person
• Excellent interpersonal, written, and oral communication skills
• Ask probing questions and extract relevant and sensitive information in a professional manner
• Ongoing management of own inventory of work, ability to effectively manage multiple priorities and adapt to change within a fast-paced call center environment
• Conduct preliminary assessment of member’s legal matter, review relevant documents and paperwork, and determine coverage as directed by the Legal Summary Plan Description
• Schedule appointments/referrals, and follow-up with related documentation to completion
• Recognize and prioritize critical issues concerning court dates, deadlines and potential conflicts
• Handle each inquiry in a confidential manner
• Effectively communicate with clients, as well as with professional, technical and administrative workers
• Maintain professional appearance, workspace, and demeanor
• Perform any other relevant work or duties as necessary or assigned

Technical Skills

• Ability to prioritize work and meet deadlines.
• A demonstrated capability to effectively use multiple software programs simultaneously including Excel, Microsoft Word, and Windows applications.
• Typing 40+ words per minute.
• Strong analytical, problem solving and decision-making skills.
• Excellent organizational and prioritizing skills.
• Proficient ability to multitask using oral, visual and tactile senses simultaneously.

Qualifications:

• Bilingual in English and Spanish required
• Associates Degree required, BA preferred
• Call center experience a plus

Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.