Employer Service Specialist

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.