Participant Services Representative

Overview:

Under minimum supervision, the Participant Services Representative performs specialized clerical duties which require frequent exercise of independent judgment and a thorough understanding of applicable procedures. The Participant Services Representative is a full-time, non-exempt position. Work schedules vary and fall within our operating hours of Monday through Friday, between 5:00 AM and 6:00 PM. The work schedule is dependent on department needs; periodic overtime may be needed during peak periods.

Position Functions and Responsibilities:

• Provide courteous, professional, and accurate assistance to union members and all CSAC stakeholders regarding Health & Welfare, Pension, Annuity, and Vacation benefits.
• Respond promptly to participant inquiries via phone and email, ensuring clear communication and a positive experience.
• Accurately complete data entry tasks (eFlows) within established timelines, maintaining high standards of quality and productivity.
• Obtain and confirm participant information as needed to resolve inquiries effectively.
• Utilize strong communication skills to address and resolve participant concerns; escalate priority issues following established protocols.
• Conduct follow-up on participant calls when necessary and document all interactions in accordance with operating procedures.
• Assist other departments with special projects as needed, including mail processing, sorting, validating incoming information, and auditing scanned documents.
• Communicate effectively with participants, staff, local unions, and WSRCC, while demonstrating a friendly and helpful demeanor at all times.
• Perform other related tasks as assigned to support departmental operations.

Required Qualifications and Skills:

• Working knowledge in Microsoft applications
• Knowledge of “8x8” telephone system is preferred but not mandatory
• Professional appearance and demeanor
• Excellent telephone etiquette, “people skills,” written and verbal communication skills
• Bilingual in English and Spanish is preferred
• Proficiency with 10-key by touch
• Excellent organizational skills with ability to multitask in diverse work environments with diverse walk-in clients
• 1-2 years related experience. Knowledge of working in a call center or participants service environment is highly preferred.
• Knowledge of participant’s service principles and practices
• Excellent organizational skills and detail oriented.
• Ability to exercise discretion and confidentiality.
• Excellent oral and written communication skills.
• High School Diploma.

NOTE:

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. CSAC is an equal opportunity employer and encourage applications from all qualified candidates regardless of gender, race, ethnicity, national origin, age, sexual orientation, marital status, religion, disability, or any other classification protected by law.