Benefits Coordinator – Disability

Job Summary

The Benefits Coordinator – Disability is responsible for processing benefit application forms from players and participants and handling related issues for the NFL Player Benefits Office (NFLPBO). 

Duties and Responsibilities

The following are to be performed accurately, completely, professionally, and in a timely manner: 

·      Verify and confirm applications for accuracy and completeness.

·      Effectively communicate orally and in writing with players and participants to obtain necessary information in order to process applications.

·      Verify and confirm eligibility based on Plan rules and correspond appropriately.

·      When necessary, depending on type of benefit plan, develop different payout scenarios and correspond appropriately.

·      Work with external third parties; e.g., recordkeeper, trustee, etc., to validate and set up payments.

·      Effectively diagnose complex player or participant issues, offer options, resolve problems and follow up with player or participant.

·      Coordinate and/or perform research and offer options for a player’s case as required.

·      When necessary, refer player or participant to appropriate person or department or elevate issue to Disability Supervisor.

·      Coordinate and/or track player problem status until resolution is achieved.

·      Proactively maintain contact with player or participant to give updates on progress toward resolution of issue or request.

·      Use information systems to accurately access, input, and maintain data.

·      Create status reports related to player cases under review. 

·      Study and maintain knowledge of all applicable policies and procedures, contracts and related legal issues.

·      Process applications, changes, and requests, on behalf of player or participant.

·      Maintain quality/quantity standards.

·      Update and maintain all necessary records and/or logs.

·      Professionally represent the NFLPBO to Clubs, NFL, NFLPA and other outside parties.

·      May act as representative for department or office at internal or external meetings.

·      Schedule and prioritize individual workload.

·      Interpret operating policies and procedures.

·      Ensure timely completion of work.

·      Compose correspondence based on knowledge of departmental and NFLPBO policies and procedures.

·      Perform other related duties as assigned or requested.

Behavioral and Functional Competencies

·      Impeccable Attention to Detail – Ensure all communication and information generated is complete, accurate and error-free.

·      Problem Solving – Identify and resolve problems efficiently; gather and analyze information; develop solutions; use reason.

• Customer Service – Manage difficult or emotional player and participant situations; respond promptly to player and participant needs; solicit player and participant feedback to improve service; respond to requests for service and assistance; meet commitments.  Perform all duties with a high level of sophistication and diplomacy.
• Oral Communication – Speak clearly and persuasively; listen and request clarification when necessary; respond informatively to questions.
• Planning/Organizing – Prioritize and plan work activities; use time efficiently; set goals and objectives.
• Professionalism – Approach others in a polite and tactful manner; maintain composure and react well under pressure; treat others with respect and consideration; follow through on commitments.
• Judgment – Exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision-making process; make timely decisions.
• Dependability – Regular and punctual attendance as scheduled required; follow instructions; take responsibility for own actions; complete tasks on time.
• Confidentiality – Exposed to Plan confidential information on a regular basis and as such must maintain confidentiality of all individual and Plan information.

• Initiative – Seek increased responsibilities; seek developmental growth; solicit feedback regularly.

Job Requirements

·      Bachelor’s Degree preferred.

·      One to two years’ customer service experience, benefits administration experience preferred.

·      Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

·      Salary range - $50,000 to $65,000