Job Title: Member Correspondence Specialist

Department: Benefits Administration

Unit: Benefits Administration

Reports To: Supervisor, Administrative Services

FLSA Status: Non-exempt

Description

The Member Correspondence Specialist provides advanced administrative support to the Benefits Administration unit. This position maintains incoming and outgoing communication materials, which includes documenting member and employer correspondence to provide accurate and timely service for our customers. The Member Correspondence Specialist also ensures official records are electronically filed using imaging and electronic filing software. The incumbent will work both collaboratively and independently, using sound judgment and comprehensive knowledge of Portico’s policies and practices. To be successful a Member Correspondence Specialist must excel in a fast-paced, high-volume environment while maintaining accuracy and productivity.

This position must understand and comply with all of Portico’s Governance, Risk, and Compliance standards (e.g. internal controls, regulatory compliance, and policy compliance).

Key Responsibilities:

• Processes member and employer correspondence using form letters/macros.

• Accurately creates and distributes technical correspondence utilizing macros, tables, merged documents, and other word processing capabilities.
• Documents all letter correspondence in CRM to provide a record of all services provided to our members and employers.
• Performs monthly mailings
• Processes daily mail. Sorts mail into categories, performs lookups of missing SSNs, prepares and images daily mail, electronically files documents into Doc Archive, imports mail into the CRM, and assigns appropriate queues.

• Maintains inventory supplies, including forms, paper, and envelopes, etc. on a weekly basis.
• Maintains and updates reports, documents, and spreadsheets, as necessary
• Verifies and ensures all official records are imaged, proofed, and electronically filed appropriately using imaging and electronic filing software. Adheres to Portico’s policy and established procedures for the storage, retention, and destruction of official records.
• Processes e-mails and faxes by electronically filing documents into Doc Archive and assigning activities to appropriate queues in the CRM.
• Updates procedures as needed, in the interest of Portico’s strategic objective to enhance operational excellence.
• Analyzes and resolves administrative issues for the Benefits Administration unit in a timely manner; escalating unresolved issues as needed.
• Handles urgent situations that arise unexpectedly and are highly sensitive
• Provides assistance in successful daily completion of Intake & Fulfillment team’s tasks.
• Fosters teamwork in support of reaching team performance goals and works in a team environment.
• Supports quality initiatives and performs related duties as directed by the Intake & Fulfillment Lead and/or Director, Customer Care Center
• Provides back-up support or assists team members as dictated by staffing levels and work volume in order to maintain high team efficiency.
• Delivers training to work group (especially for new team members) and updates procedures (as needed).
• Recognizes and recommends ways in which communications advance the quality of products and services, raise efficiency, reduce risk, and promote communication best practices throughout the unit.

Qualifications:

• Ablity to work independently with minimal supervision to complete daily workload while maintaining quality and standards
• Quick learner able to learn processes and procedures via on the job training
• Ability to work collaboratively on a team with shared work.
• Well-organized and adaptable to changing priorities
• Able to manage numerous initiatives and prioritize work in a fast-paced work environment .
• Proficient in Microsoft Word and Excel
• Ability to communicate complex concepts in simple, creative, and visual ways.
• Willingness to participate in on-going learning and professional development activities, project, special assignment and Portico corporate activities.

Education:

• Bachelor’s degree required

Experience:

• 1-2 years of related work experience in customer service, human resources, or benefits administration.
• Experience with CRM, SharePoint, Doc Archive, preferred.

ORGANIZATIONAL COMPETENCIES

• Customer Focus
• Ethics & Values
• Functional/Technical
• Interpersonal Savvy
• Problem Solving
• Drive for Results
• Integrity & Trust
• Continuous Improvement (Total Work Systems)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

COMPENSATION: The starting salary range being offered for this role is $46,000.00 - $51,650.00 per year.

BENEFITS SUMMARY: Portico offers a comprehensive benefits package which includes premiums paid for health care coverage and a 10% employer retirement contribution as well as competitive time off and wellness benefits.

#LI-Hybrid