Member Resources Center Representative

United Domestic Workers • Full-time • Santa Ana, California, United States • $42.29k - $58.50k / year • 1d ago

UDW Overview:
United Domestic Workers of America, UDW/AFSCME Local 3930 is a statewide labor union that represents more than 200,000 home care and family childcare providers in 45 counties in California. Founded in 1979, UDW 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.

UDW is one of California’s largest labor unions. We consistently support and lead important social justice initiatives like fighting for racial justice, income inequality, and affordable health care for all. We are committed to respect and dignity for seniors, people with disabilities, and the children in our care. We fight for better working conditions and fair pay for home care and childcare providers, and full funding for life-saving programs like In-Home Supportive Services (IHSS) and subsidized family childcare. For more information about UDW, please visit our website at www.udw.org.

Job Information:
Job Title: Member Resources Center Representative
Job Type: Full Time, Non-Exempt (Hourly)
Department: Member Resources Center (MRC)
Reports to: Member Resources Center Manager
UDW Office Hours: Monday to Friday 9:00 AM to 6:00PM (subject to changes)
Job Location: Santa Ana, CA
Salary Range: (Depending on experience, see below)
Member Resources Center Representative I $42,286.40 to $53,060.80/year
Member Resources Center Representative II $44,400.72 to $55,713.84/year
Member Resources Center Representative III $46,620.76 to $58,499.53/year
Work Arrangements: 100% In office

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.

Essential Duties and Responsibilities:

Member Resources Center Representative I

Function as 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.
Interact with members via telephone, internet, in-person, and mail to provide information in response to inquiries.
Analyze data to determine answers to member questions regarding membership, benefits, services, and programs.
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.
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.

Member Resources Center Representative II:
All duties of a Member Resources Center Representative I and the following:

Handle large volumes and special inbound and outbound calls, providing solutions to member inquiries
Process routine requests for information or services
Resolve member service complex questions by researching data and interacting with internal and external resources
Update and maintain large volumes and complex membership databases
Provide members with complex training on form completion, deadlines, and submission processes
Support membership retention through excellent customer service
Identify opportunities to upsell additional programs and services
Document all inquiries and maintain accurate and large volumes of membership records
Mentor, train, and assist less experienced representatives

Member Resources Center Representative III:
All duties of a Member Resources Center Representative I and II, and the following:

Handle complex member inquiries and requests, providing advanced problem-solving
Process and resolve more complicated membership issues and complaints
Contribute to moderately complex aspects of projects
Participate in the development and implementation of new procedures and services
Conduct in-depth research on member accounts, claim history, or benefits to identify issues and resolution steps
Identify and escalate potential issues, fraud, waste, or abuse cases related to member resources and benefits.
Contribute to meeting or exceeding call center metrics and goals
Develop and maintain positive customer relations across various functions within the organization
Participate in special projects and perform other duties as assigned and within the scope of the job classification.
Support the dept Lead and Manager with day-to-day operations as needed

Required Knowledge, Skills, and Abilities:

Proven ability to develop and maintain a variety of relationships on a variety of levels.
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 multiline 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.
Excellent planning and organizational skills, including the ability to manage multiple priorities in a timely manner and keep track of a variety of projects.

Preferred Bilingual Language(s) in either:

Vietnamese
Spanish
Korean
Tagalog
Russian
Assyrian
Somali
Mandarin Chinese
Cantonese
Arabic

Preferred Qualifications, Education and/or Experience:

High school diploma or equivalent.
0-7+ years of experience or comparable experience in a customer service environment, evaluating customer needs, meeting quality standards of service, and evaluating customer satisfaction.
Strong interpersonal communication skills.
Experience building a team and overseeing staff towards program and department outcomes.
Experience working with diverse communities.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Exceptional written and verbal communications skills.
Beginner to Intermediate skills in Excel - running and creating functions, formulas, able to understand and use pivot tables, and charts.

Requirements:

Willingness and ability to work flexible hours and sometimes work long and irregular hours.

Employee Benefits:

Health Insurance
Dental Insurance
Life / AD&D
Long Term Disability (LTD)
401(k) Savings Plan
Pension Plan
Vacation Benefits
Sick Leave
Personal Day (8hrs)
16 Paid Holidays
Floating Holiday
Upskilling through eLearning platforms

Staff Union Representation Notice:
This position is represented by the UDW Staff Union/Pacific Northwest Staff Union (PNWSU). Employees in this bargaining unit are entitled to rights and protections under the collective bargaining agreement and applicable labor laws. For more information about union representation, your rights, and union dues, please contact udwu@pnwsu.org

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 position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk and hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is primarily exposed to an office-type environment. The employee will frequently work on or around office equipment and furniture. The noise level in the work environment is low to moderate. The employee will frequently work
with deadlines under pressure and will occasionally be required to work alone. The employee is occasionally exposed to outdoor environment can include exposure to vehicles, moving mechanical parts; vibration; odors, fumes, gasses, smoke, dust, or airborne particles; and outside weather conditions.

Equal Opportunity Employer
UDWA is an equal opportunity employer, and, as such, does not discriminate an employee or applicant based on race, creed, color, age, sex, national origin, marital status, sexual orientation, gender identity, religious affiliation, disability, or any other classification protected from discrimination under applicable law.

Women, people of color and members of the LGBTQIA+ community are strongly encouraged to apply.

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