CARE Representative

Job Code Y2026RS Department Name Retirement Services Reports To Supervisor, CARE Team FLSA Status Non Exempt Union Code 53A Management No About Us: Building Services 32BJ Benefit Funds (“the Funds”) is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 185,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services. Through our commitment, we embody five core values: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following our core values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.The Funds oversees and manages $11 billion of dollars in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people.32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.Please take a moment to watch our video to learn more about our culture and contributions to our members: youtu.be/hYNdMGLn19A Job Summary: Under the supervision of CARE Team Management, the CARE Representative provides guided services to participants eligible for survivor benefits. The CARE Representative reviews Condolence Applications to assess benefit eligibility, ensures accurate processing, and conducts outreaches as needed. This role requires a commitment to empathetic and compassionate service while upholding the CARE Team’s core values of Collaboration, Action, Reliability, and Empathy. Essential Duties and Responsibilities: Manages all condolence applications to assess benefit eligibility and ensure accurate processing. Performs condolence application related outreach, to request missing information, communicate relevant updates, and gather additional details to support participant’s beneficiaries. Handles sensitive survivor interactions with compassion, patience, and professionalism, maintaining clear communication throughout the application life cycle. Conducts in-person (scheduled or walk-in) and telephone sessions to provide thoughtful and supportive guidance to participant’s beneficiaries. Collaborate with Retirement Services Analyst staff to assist with the review and resolution of condolence applications. Review condolence application documents to verify completeness and/or validity. Mails communications as needed, utilizing template letters. Coordinates with MetLife vendor to address life insurance eligibility inquiries. Responds to condolence related escalations, including ‘x-coder’ population review, cases forwarded by compliance, and one-off issues requiring additional review. Tracks cases and workflows to resolve participant questions. Analyzes and interprets phone and written correspondence, and documents case notes accordingly. Works closely with management to maintain 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. Assists in organizing and providing administrative support for benefit seminars and related events. Performs other tasks and special projects as required by management. Serves as backup to the CARE Support Specialist. Qualifications (Competencies): Minimum of one (1) year customer service experience with employee benefits. Knowledge of some aspects of 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. Strong analytical, problem solving, and decision-making skills. A demonstrated capability to manipulate and use multiple software programs simultaneously including Dynamics, v3locity, vendor systems, Excel, Microsoft Word, Outlook, and Windows applications. Excellent organizational and prioritizing skills. Strong ability to multitask. Strong team player. Soft Skills (Interpersonal Skills): Demonstrates exceptional communication skills and professionalism in all member interactions, ensuring a positive experience through responsive, empathetic, and solution-oriented service. 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 (some overtime or travel required). Education: College graduate or High School diploma with related experience Language Skills: Speak, read, write, and understand English (Bilingual Spanish preferred). Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions. Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling Over 2/3 of the time: Talking or Hearing 100% of the time: Using Hands Work Environment: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.