Applicant Services Supervisor

JOB SUMMARY – The NEBF Applicant Services Supervisor is responsible for the supervision of the day-to-day NEBF Applicant Services operations, which includes NEBF Applicant Services Representatives, Legal/Liaison services representatives, and Approvers. They are responsible for the development/implementation of enhanced staff training protocols and procedures to ensure accurate and efficient operations to provide service excellence to all participants and constituents of the Funds. The Supervisor should model the behavior of our core values and ensure extraordinary service.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Direct oversight of the Department; work closely with these individuals to ensure that quality standards are met and/or exceeded
• Retain a full understanding of the NEBF/NEAP rules and processes
• Respond to supervisor queue questions and emails within 2 business days with either a resolution or an acknowledgment response if the query needs to be sent to legal counsel
• Monitor and track individual performance standards
• Monitor queues to determine production schedules and goals
• Ensure the accurate and timely handling of all incoming and outbound phone calls and email
• Interact daily with team members and be available to them for assistance
• Research and resolve escalated issues
• Provide training for all job functions
• Retain the ability to perform all job functions of the department
• Demonstrate thorough knowledge of systems
• Work collaboratively and professionally with all internal personnel
• Establish balanced, efficient, and effective workflows to maximize staff productivity
• Monitor metrics to identify areas for process improvement
• Create and foster an environment that encourages and values the opinions of others to promote the sharing of information, and ideas, and increased job satisfaction
• Meet with participants as scheduled in designated areas to assist with questions, applications, etc.
•  Back up other Pension Department supervisors as needed
• Regularly communicate with the Director to discuss department issues, concerns, and day-to-day operations
• Other duties as assigned

REQUIRED AND PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

• 5 Years of progressive benefit fund experience preferred
• Bachelor’s degree or equivalent experience required
• Previous benefit fund experience is strongly preferred, but not required
• Excellent written & verbal communication skills
• Taft-Hartley Trust Fund experience preferred
• Demonstrates ability to manage complex issues while maintaining a flexible, positive, and cooperative demeanor
• Responds promptly to operations leaders and stakeholders to facilitate informed decision-making
• Troubleshoots assigned issues, gathers evidence and investigates all relevant information with participants, vendors, and internal departments to resolve the problem in a cooperative and collaborative manner
• Presents a professional image in the office and if/when attending meetings/workshops outside our facility
• Listens well with the ability to communicate effectively both verbally and in written communications

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.