Participant Communications Specialist at IUPAT – Hanover, Maryland

DESCRIPTION This job description provides a general overview of the duties and responsibilities associated with the classification/position described below. It is not intended to establish limitations or restrictions on the duties of the employee occupying the classification/position, as these duties and responsibilities may be changed, modified, or adjusted at any time by management. JOB CLASSIFICATION: Communication Specialist • Engage in telephone contact within a call center environment. • Respond to inquiries from financial institutions, third-party vendors, union representatives, and legally appointed representatives, focusing on first-time call resolutions. • Review Plan Participants' records within the plan operating system to assist with plan information and application status, verify receipt of appropriate documentation accurately, and notify relevant parties of any missing documents. • Interact and assist members, survivors, beneficiaries, and employers professionally and courteously. • Maintain and document clear, concise records of telephone inquiries and services provided within the Fund Office operating systems. • Comprehend, apply, and communicate Pension and Annuity plan rules and definitions appropriately. • Process data entry for demographic, banking, and payment changes with minimal errors. • Follow and comply with the fund office and departmental processes and procedures. • Stay knowledgeable and up-to-date on all Plan Rules and regulations, as well as any changes, and seek clarity from management as needed. • Protect participant and beneficiary Personal Identifiable Information (PII) and data. • Perform all duties and responsibilities as assigned by the supervisor. • Communicate directly with a supervisor about concerns related to the work process and follow the escalation procedures as needed BEHAVIORAL COMPETENCIES • Punctuality and good attendance required. • Professional appearance and demeanor required. • Foster teamwork and display a positive attitude. • Respectful of others in the workplace. • Clear and concise written and verbal communication skills. • Exhibit productive mannerisms. QUALIFICATIONS • High School education with two (2) to five (5) years of general office experience. • Computer literacy required. • Intermediate to advanced knowledge of Microsoft Word, Excel, Web Browser, and Email. • Union experience preferred but not required. WORKING CONDITIONS • Normal office environment. • Lifting of light boxes may be required in the course of organizing, scanning, and copying work in the office. • Forty (40) hours constitutes the regular workweek. The workday consists of shift work, eight (8) hours with a half-hour (1/2) or one (1) hour unpaid lunch break. The office is open Monday through Friday from 7:00 a.m. to 5:00 p.m. • Business professional dress code. COMPENSATION LEVEL: Communication Specialist Grade 1