Job Description
Job Description
Summary:
The Employer Services Specialist I (ESS I) will be responsible for timely managing employer communications, education and troubleshoot technical assistance relating to the web-based system, V3, and other Funds systems. The ESS I will timely address Employer issues and ensure effective and long-term problem resolution. The ESS I will provide in-depth information to Employers on all participant benefit plan changes, and any continuing participant benefit updates. The ESS I will provide in-depth information to Employers on all benefit contribution rates, rules and policies. The ESS I will plan as well as participate in Employer meetings, seminars, workshops and one-on-one sessions, etc. The ESS I will timely research employee status and building account information; and contact Employers as needed. The ESS I reports directly to the Manager of Employer Relations. The ESS I will work closely with the Director of Employer Relations, as well as other functional process owners as appropriate.
Principal Duties and Responsibilities:
- Communicate daily with Employers;
- Calculate remittance obligations and explain to Employers;
- Follow-up with Employers on unpaid invoices;
- Provide on-going education and support of Funds’ systems, programs, rules, policies, and benefits.
- Follow the workflow and processes of Funds operations as they relate to Employers (Billing, Collections, Audit, Eligibility and Contracts);
- Interface and coordinate with Senior Management in the following departments: Contracts, IT, Audit, Billing and Collections (and other departments, as required);
- Assist with the timely on-boarding of Employers onto electronic reporting;
- Participate in project work assigned to the department;
- Able to build relationships with a broad range of people;
- Draft letters, e-mails, memorandums and educational materials;
- Able to work as part of a team whether inter and/or intra departmental;
- Perform additional duties as directed by the Director of Employer Relations.
Qualifications and Core Competencies:
To perform this job successfully, an individual must be able perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required:
- Arithmetic – 12th grade;
- Ability to organize and manage multiple priorities and meet deadlines;
- Strong customer service orientation;
- A demonstrated capability and experience with relevant computer-based systems such as Microsoft Word, Excel (formulas and functions). Familiarity with PowerPoint, Access, presentation software, including web-based programs, and Internet navigation helpful;
- Excellent interpersonal and written communications skills;
- High performance teams and a strong team player;
- One to two years of Customer Service/Relations experience;
- Commitment to company values;
- Flexibility with work schedule.
Education and/or Experience:
- The incumbent is expected to 0 – 1 year of experience in employee and/or employer communications/relations.
- High School Diploma with commensurate experience in finance and/or public relations/communications preferred.
- Bilingual (English/Spanish)
- Strong customer service orientation in union environment.