Full Time

New York, NY, US

Department: Retirement Services

Summary:

Under the supervision of the Supervisor of Retirement Services, the Pension Support Specialist supports the administrative functions of the Counseling team in delivering retirement counseling services to members of all the retirement plans managed by the Retirement Services Department.

Principal Duties and Responsibilities:

• Supports Retirement Services in the processing of pension applications, survivor benefits, and suspensions/reinstatements to ensure the timely completion of retirement cases.
• Reviews pension applications and reinstatement documents for completeness and accuracy; utilizing template letters, mails follow-up member communications as needed.
• Provides in-person and telephone customer service to participants to resolve eligibility of Fund benefit issues.
• Acts as a Gatekeeper for the Retirement Services work queues.
• Acts as a Gatekeeper for the Retirement Services counseling appointment calendar; ensures retirement counseling appointment scheduling accuracy and timely assignment of appointments based on member’s eligibility and last day worked
• Confirms retirement counseling appointments; reschedules or cancels as required.
• Assists with banking transactions related to the retirement process for our members (EFT changes, stop payments, and check reissues)
• Follows workflows to resolve participant questions.
• Analyzes and interprets customer phone and written correspondence.
• Continually manages their own workload accumulated through Participant interactions/inquiries.
• Operates computers with multiple information screens to research and resolve customer
  inquiries online.
• Ensures that all processing meets or exceeds Quality measurement objectives and performance standards, including, but not limited to, handling time and documentation.
• Communicates effectively with Participants.
• Perform other tasks and special projects related to members of our pension plans as required by management and the Counseling staff.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Minimum of one (1) year experience processing pension calculations or one (1) year customer service experience with employee benefits.
• Knowledge of some aspects of Pension Fund administration including eligibility requirements and benefit provisions preferred.
• Must demonstrate excellent oral and written communication skills.
• Must meet performance standards including attendance and punctuality.
• Must speak Spanish.

Technical Skills:

• Strong analytical, problem solving and decision-making skills.
• A demonstrated capability to manipulate and use multiple software programs simultaneously including Excel, Microsoft Word, Outlook and Windows applications.
• Excellent organizational and prioritizing skills.
• Displays data entry proficiency in all processing systems: eligibility process, V3/DYNAMICS system, Field
  Service, CRM/WF and vendor systems.
• Strong ability to multitask.
• Strong team player

Interpersonal Skills:

• Ability to work independently coupled with the ability to work as a member of a fast-paced team.
• Ability to establish and maintain effective working relationships with project team members, supervisors, and employees from other departments.
• Flexibility with work schedule

Education and/or Experience: Bachelor of Science degree or High School diploma with related experience

Language Skills: Speak, read, write and understand English and Spanish