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Member Services Representative Benefits Specialist

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September 19, 2023
New York, New York
Job Type


Position Title: Member Services Representative (Benefits Specialist)

Status: Direct Hire

Location: On-site, Manhattan, New York City 

Hours: 35 hours a week, 8am -5-6pm (Start and end times may vary by an hour or two)

Salary: $49k to 51k annually, based on experience



Job Summary

A Benefits Specialist for the Member Services Call Center or Welcome Center to assist participants with information for all the benefits offered by the Fund. Benefits Specialists will work under the supervision of the Member Services Call Center or Welcome Center Supervisor and MSR 2/3 Team. 

We are an umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 100,000 members. Our mission is to make significant contributions to the lives of our members by providing high-quality benefits and services. 

We use cutting-edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more. Through this technology investment, we have gathered and analyzed thousands of data insights to influence health insurance legislation and propose new health policy. You will be trained on all aspects for 10 weeks.

Essential functions:

  • Collecting and analyzing data/information to resolve a problem in real-time, at high volume standards.
  • Provide customer service to participants to resolve eligibility or Fund benefit issues.
  • Displayed proficiency in all processing systems: eligibility process, Health benefits and system, COOL/V3/DYNAMICS system, CRM/WF and vendor systems
  • Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman).
  • Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
  • Follow workflows to resolve participant questions.
  • Representatives analyze and interpret customer phone and written correspondence.
  • Ongoing management of own inventory of work accumulated through Participant interactions/inquiries.  These inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension-related issues.
  • Operating computers with multiple information screens to research and resolve customer inquiries online.
  • Representatives ensure that all processing meets or exceeds MSR Quality measurement objectives and performance standards, including, but not limited to, handling and documentation.
  • Ability to effectively communicate to Participants.
  • Perform any other relevant, related or pertinent work or duties as requested or assigned. 

 Position Requirements & Skills:

  • Strong computer skills.
  • Detailed knowledge of benefits as displayed in training and determined through subject matter exams utilizing OneView, vendor systems, COOL/V3/DYNAMICS and CRM processing system.
  • Ability to prioritize work and meet deadlines.
  • A demonstrated capability to manipulate and use multiple software programs and macros simultaneously, including Excel, Microsoft Word, Windows and Outlook applications.  
  • Strong analytical, problem solving and decision-making skills.
  • Excellent organizational and prioritizing skills.
  • Strong ability to multitask.
  • Flexibility with work schedule and must be able to work any shift between the hours of 8:30am and 6pm.  
  • Strong oral and written interpersonal skills.
  • Demonstrated customer service orientation.
  • Ability to effectively operate in a fast-paced work environment.
  • Excellent listening skills.
  • Detail-oriented with excellent organization and communication skills.
  • Experience working directly with customers.

Education and/or Experience: High School diploma, some college preferred; Call Center experience, Health Care, Employee Benefits, and/or Customer Service experience are strongly preferred.

Bilingual Language Skills: Fluently read, write and speak English/Spanish preferred. Any other language(s) abilities are a plus.

Reasoning Ability:  Above average.


We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.


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