Member Service Representative Job Description

Applicants must have experience explaining and communicating benefits information, gathering and presenting data reliably, and following up.

POSITION SUMMARY The Member Services Representative acts as the primary point of contact for members, providers, and other key stakeholders. This position interacts with members via phone, email, written correspondence, in person, and virtually to provide information, requirements and troubleshoot complex issues in response to inquiries about coverage, benefits, and services. This position also handles and resolves member complaints. The representative will respond to inquiries from both active and retired members, survivors, beneficiaries, and others.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Duties that occupy a major portion of time and importance in the job) 1. Interpret Summary Plan provisions and department policies to respond to telephone, fax, and electronic inquiries from active and retired members, survivors, beneficiaries, and others. 2. Research required information using available resources and triage when necessary. 3. Responsible for navigating multiple systems applications such as Excel logs, STAR (the System to Administer Retirement, an automated pension/payroll system), Access databases, FileNet, and Human Resource Information Systems (HRIS) system in order to resolve customer issues. 4. Complete transactions as required using internet applications or manual procedures as required, including tax updates, health care changes, direct deposit changes, change of addresses, contact updates, Power of Attorney updates, notification of deaths, and other member changes related to their annuity. 5. Properly distribute forms and ensure the forms are available to members via fax or email. Provides instructions to members on how to access forms by using the website. 6. Capture and document member feedback; receives, resolves, and routes and follows up on day-to-day transactions and member requests as defined by Department policies, procedures, and guidelines. 7. Draft original member correspondence related to the specific issue of the member. 8. Perform lobby service intake functions by scheduling appointments with members, meeting face- to-face or virtually, and assisting members in completion of forms, submission of documents, or any other matter related to the annuity or retirement processing within the responsibility of the Member Services Unit.

FUNCTIONAL COMPETENCIES • Knowledge of Benefit Administration process and procedures Including but not limited to: retirement applications, claims submission, insurance, records management. • Knowledge of operation of personal computers, Microsoft office products and general office equipment - photocopy machines; fax machines, image processors, and ancillary fulfillment equipment. • Ability to apply intermediate arithmetic, using a calculator or Excel spreadsheet. • Excellent customer service and communication skills (both oral and written). • Ability to thoroughly and accurately follow-up on member cases, and inform Benefits management of outcomes. • Above average computer-navigation skills. Must be able to talk and type simultaneously (sometimes while using multiple applications), with an emphasis on providing accurate information.

REQUIRED EDUCATION & PROFESSIONAL CERTIFICATIONS • Associate degree or equivalent work experience. • Bachelor's degree, preferred. JOB

EXPERIENCE (YEARS & TYPE) • Minimum of three years of experience working in a fast-paced office and/or high-volume call center environment. • Minimum five (5) years of specialized experience in employee benefits (health, life and/or payroll). • Minimum five (5) years of experience with data entry. This job description describes the general nature and level of work being performed by the individual(s) assigned to this position. It is not intended to be an exhaustive list of all tasks, duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

WORKING CONDITIONS • Normal office environment • Work schedule 8:30 am - 5:00 pm • Primarily working at a desk with a computer terminal and keyboard, filing in numeric and alphabetic data. • The telephone and email are used as the primary means of communicating with members. Assignment at the front-desk will require face-to-face interactions.

The Midtown Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are a small, woman-owned business certified by the Women's Business Enterprise National Council (WBENC). Operating from our headquarters in Washington, DC, we provide trusted staffing services nationwide. Our clients include thousands of the most prestigious Fortune 500 companies, law firms, financial organizations, tech innovators, non-profits, and lobbying firms, as well as federal, state and local government agencies.