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Member Benefits Center Representative

Affiliate: UDWA/AFSCME Local 3930
Location:San Diego
Posting Date:August 22, 2019

Job Summary: 
This position is responsible for performing a wide variety of member benefit functions such as contacting members and providers, providing solutions to member inquiries, and communicating current events, meetings and benefits to members and providers.

UDWA Overview:
UDWA Home Care Providers Union/AFSCME Local 3930 is a statewide labor union that represents more than 100,000 home care providers in 11 counties in California.  Founded in 1979, UDWA is a diverse, progressive labor organization that seeks dynamic, committed individuals who will support our members and those for whom they care locally, statewide and at the national level.

Duties and Responsibilities:

  • Function as headquarters receptionist support, handling inbound and outbound calls; tally as required. 
  • Perform administrative support tasks, such as proofreading, transcribing handwritten information, or working with membership records, dues and payments. 
  • Transmit information or documents using computer, mail, or facsimile.
  • Collect, sort, distribute, or prepare mail, messages, deliveries and welcome packets.
  • Interact with members via telephone, internet and mail to provide information in response to inquiries.
  • Follow-up as needed to ensure that member inquiries are addressed and tickets are closed within allotted time.
  • Resolve members' service or billing questions by researching data and interacting with internal and external departmental resources.
  • Analyze data to determine answers to member questions regarding membership, benefits, services and programs.
  • Refer unresolved member inquiries to designated departments for further investigation.
  • Remain up-to-date on program policies and procedures applicable to member inquiries. 
  • Provide members timesheet training on form completion, workweeks, deadlines and submission.
  • Support membership retention by providing excellent customer service, effectively communicating benefits and providing additional educational resources.
  • Update and maintain membership databases; prepare change of address records, issue tickets, record member transactions, record details of inquiries and action taken.

Knowledge, Skills & Abilities

  • Experience in a customer service environment evaluating customer needs, meeting quality standards of service, and evaluating customer satisfaction.
  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, transcription, and other office procedures and terminology.
  • Knowledge of multi-line phone systems, personal computer and software applications including Microsoft Office Suite.
  • Capacity to learn software applications and technology quickly.
  • Ability to utilize active listening, problem sensitivity and critical thinking when addressing member inquiries.  
  • Ability to compose correspondence using proper grammar and punctuation.
  • Ability to quickly adapt to changing situations, make appropriate judgments and assuming various roles and responsibilities as needed and/or upon request.
  • Demonstrate time management skills while prioritizing time-sensitive and demanding tasks.
  • Ability to work under pressure and maintain quality of detailed work while meeting competing and inflexible deadlines; ability to perform repetitive tasks.
  • Bilingual Spanish strongly preferred. 

To Apply For This Position: 
Mail, email or fax resume, cover letter, and three professional references to:

In subject line include title of position applying for

UDWA/AFSCME Local 3930
c/o Human Resources
4855 Seminole Drive
San Diego, CA  92115 

Fax: (619) 640-9903
Attn: Human Resources

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