Member Services Representative

Position Overview

The Member Services Representative serves as a primary point of contact for active and retired union members and their eligible dependents. This position is responsible for delivering exceptional customer service by providing accurate, timely, and professional guidance regarding Fund benefits and programs, including Health & Welfare, Pension, Annuity, Vacation, Scholarship, and other member services. The ideal candidate is customer-focused, detail-oriented, and able to thrive in a fast-paced, high-volume environment.

Success in this role requires strong communication skills, sound judgment, the ability to interpret and apply benefit plan provisions, and a commitment to providing a positive member experience while maintaining strict confidentiality standards. Essential Job Functions Respond to member inquiries by telephone, email, and in person regarding eligibility, health benefits, pension, annuity, vacation, scholarship, and related Fund programs.

Research and resolve member issues accurately, professionally, and within established service standards. Explain plan provisions, eligibility requirements, procedures, and benefit-related information in a clear and understandable manner. Assist members with completing forms, applications, and required documentation. Conduct member identity and eligibility verifications in accordance with established procedures. Review incoming documents for completeness, accuracy, and compliance with plan requirements.

Follow up with members, employers, healthcare providers, and other stakeholders to obtain missing information or supporting documentation. Accurately document member interactions, inquiries, complaints, and resolutions within applicable systems. Maintain electronic and paper records in accordance with organizational policies and regulatory requirements. Protect sensitive and confidential information and ensure compliance with HIPAA and all applicable privacy regulations.

Exercise sound judgment when handling member information and benefit-related inquiries. Adhere to departmental policies, standard operating procedures (SOPs), and established service protocols. Stay current on benefit programs, plan changes, and procedural updates to ensure accurate information is provided to members.