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Manager, Member Services

New York City District Council of Carpenters Benefits Funds

in New York NY

Department: Member Services
Reports to: Director, Member Services
FLSA Status: Exempt
Direct Reports: Member Services Representatives

Overview:

The New York City District Council of Carpenters Benefit Funds is a prominent Taft-Hartley multiemployer benefit funds and are governed by the Employee Retirement Income Security Act of 1974, as amended (“ERISA”). The Member Services department is responsible for assisting a large population of active and retired union members including their eligible dependents via in-person and telephone regarding their benefits including but not limited to Health and Welfare, Pension, Annuity, Scholarship and Vacation. This is a demanding, fast-paced environment.  The Manager of Member Services maintains overall responsibility for management of call center operation and in-person resolution of member inquiries.   Manage, teach and train to successfully resolve member concerns and issues.  Monitor volume, length of calls, calls in queue and member satisfaction.  Responsible for reporting, analytics, training, coaching and evaluating performance. 

Duties & Responsibilities:

• Manage staff of approximately 14 employees, allocating work as required.
• Oversee compliance with Funds guidelines as well as manage the release of member information while ensuring the security of member data.
• Prepare weekly call center reports, which are provided to the Executive Director.
• Diligently monitor and analyze call center statistics; align staffing to meet the needs of participants and ensure attainment of team goals.
• Aid in the review of Plan documents and participant communications prior to mailings.
• Take initiative to prepare staff prior to all mailings to ensure accurate detail will be provided to members.
• Coordinate with benefit carriers as needed to resolve member issues.
• Manage departmental staffing, including interviewing, hiring, and training of new Member Services Representatives.
• Mentor and coach employees as part of the overall training program.
• Serve as knowledge expert for Health and Welfare benefits, Pension and Annuity benefits, Vacation and Scholarship benefits.
• Facilitate weekly team meetings and development of staff.
• Align efforts of Member Services with Organizational Goals.
• Conduct employee performance reviews; provide regular feedback regarding performance.
• Responsible for staffing of the department; interview and select appropriate candidates for the Member Services team.
• In partnership with Human Resources, address performance or employee relation issues.

Key Characteristics & Competence’s:

• Communication – an active listener and strong verbal communicator; possesses well developed written communication skills; able to communicate clearly and concisely. 
• Emotional intelligence – diplomatic and tactful; non-confrontational; has an intuitive ability to read the political implications of recommendations and actions; uses sound judgment.
• Professional and ethical behavior – ability to demonstrate integrity, credibility, confidentiality, and responsibilities in all interactions; possesses high ethical standards and an honest, open and consistent approach.

Knowledge, Skills and Abilities:

• Associate Degree required, or equivalent combination of education and experience.
• 3-5 years Call Center and Customer Service Experience
• Ability to motivate and manage a team
• Knowledge of benefit plans
• Expertise in Call Center Statistics
• Problem solving skills
• Excellent verbal and written communication skills

Physical Demand:

While performing the duties of this job, the employee is regularly required to sit; talk and hear, in person and by telephone; use hands and fingers to handle, feel or operate computers and other standard office equipment; and reach with hands or arms. The employee is occasionally required to walk and stand.

EEO Statement

The NYCDCC Benefit Funds are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, creed, religion, color, national origin, ancestry, alienage, pregnancy, disability, age, uniform service member status, veteran status, marital status, caregiver status, familial status, status as a victim of domestic violence, sexual violence or stalking, membership in a domestic partnership, sex, gender (including gender identity, gender expression or status as a transgender person), genetic information, sexual orientation (including an individual’s actual or perceived romantic, physical or sexual attraction to other persons, or lack thereof, on the basis of gender), sexual and reproductive health decisions, or on any other characteristic protected by applicable federal, state, or local law.

If a reasonable accommodation is needed to participate in the job application or interview process, please contact Luan Delpeche at (212) 366-7519.

Salary and Benefits:

Salary Range:  $90,000- $95,000

The rate of pay offered will be dependent upon candidates’ relevant skills, education, and experience. The NYCDCC Benefit Funds offer a generous and competitive benefit package.

How to Apply

To apply, please send resume to resume@nyccbf.org.

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New York City District Council of Carpenters Benefits Funds has trusted BenefitsLink to help reach qualified candidates for this opening.

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