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Member Solutions Specialist

STARTING AT $52,480, PURSUANT TO THE RULES OF THE COLLECTIVE BARGAINING AGREEMENT

JOB SUMMARY:The Member Solutions Specialist reports to the designated Member Solutions’ Supervisor. TheMember Solutions Specialist handles and triages inquiries to headquarters and is the point of contactand information for phone inquiries to Headquarters. Every phone contact/conversation is membercentric and highlights the value of the union. The Member Solutions Specialist acts as the voice andface of CSEA when interacting with members, nonmembers and others.

ESSENTIAL FUNCTIONS:1. Receives, answers phone inquiries from members, nonmembers, and local/unit officers.Accesses the caller’s needs and when appropriate directs inquires to the CSEA department orresource most applicable to the callers’ needs.2. Responds to members’ and nonmembers’ general questions on topics including membershipand its value, voluntary insurance programs, membership status, local/unit assignment andapplicable officer contact information, etc.3. Verifies and updates the caller’s member Unionware record and seeks to obtain cell phonesand email contact information.4. Assists with advising and guiding non-members to become a member through conversation.For example, directing the non-member to the website, emailing a membership application,initiating a voice authorization of membership, etc.5. Fulfills the member/non-member requests by requesting a new membership card or a newmember packet, either by sending the request to the appropriate department or fulfilling therequest directly.6. Documents calls in the data capture software.7. Alerts Supervisor of any potential trends or patterns of calls.8. Produces and disseminates letters or other materials in response to member/non-memberphone inquiries. Responds to correspondence /email inquiries related tomembership/benefits.9. May conduct member outreach via outgoing calls to collect needed information, welcome anew member or other purpose.10. Works with Local/Unit Officers to track the status of membership applications.11. May assist with processing membership applications or other designated forms.12. Performs other duties as assigned.

MINIMUM QUALIFICATIONS:High School diploma or equivalency.ANDFour years of experience in a customer service call center, a call intake line or as a switchboardoperator/receptionist in a high call volume setting or a position involving extensive public contact.ORA satisfactory combination of education, customer service related work experience, voluntaryinsurance claims administration or member service work experience as determined by CSEA.Strong customer service skills required. Successfully pass tests administered by the Human ResourcesDepartment. Proficient in computer applications, such as Microsoft OfficeMust be able to work under pressure, handle stressful situations effectively and politely andrespectfully engage with members, nonmembers and others on the telephone and viaemail/correspondence

NOTE: Candidate must successfully pass testing administered by the Human Resources Department.Promotion to Member Solutions Specialist Grade 11 is contingent upon two (2) years of satisfactoryperformance as a Member Solutions Specialist Grade 10 as determined by the Director. Promotionto the Grade 12 is contingent upon two (2) years of satisfactory performance as a Member SolutionsSpecialist Grade 11 as determined by the Director.

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CSEA is an equal opportunity employer. Please read our EEO statement 518-257-1494 [email protected] ( [email protected])