Benefits Outreach Coordinator (Pension, Health & Welfare)

Church Pension Group (CPG) is a financial services organization that serves the Episcopal Church, located in Midtown Manhattan. CPG was founded in 1917 to provide pension benefits to eligible clergy of the Episcopal Church. Since then, its mission has expanded to include life and disability insurance, health benefits, property & casualty insurance, and publishing.

The Benefits Outreach Coordinator will oversee and manage life events in support of the Pension, Health and Welfare and Church Life services. The Benefits Outreach Coordinator ensures the adherence to procedures and policies ensuring the effective delivery of benefits to eligible Participants, Administrators, Bishops and other Diocesan leadership. The job also requires the candidate to collaborate with various areas of the organization in order to complete required tasks.     

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.     

• Follow through, end-to-end, from inception of all Life Events including but not limited to marriage, divorce, birth of a child, adoption, death, salary change, and new assignment.
• Research and resolution of complex situations. Provides a full range of client services for more complex situations, using originality and ingenuity in determining the necessary course of action for each client within reasonable plan guidelines
• Ability to expeditiously process and manage all transactions, transactional systems (such as CRM). Assures accurate documentation for all activities and provides follow up as required.
• Understands all benefit calculation processes and its data requirements. Ensures that all transactions affecting participant records are processed on a timely basis.
• Utilizes transactional system(s) to obtain necessary information to answer questions and provide information to members, administrators and various company personnel. Handles benefit issues and questions related to life events, and plan issues. Initiates changes, corrections, or other actions. Documents all activity and maintains accurate records.
• Work within the plan guidelines in identifying and resolving issues.
• Phone resource on the dedicated Administrator phone line.
• Research and perform Root Cause Analysis on customer satisfaction survey responses in various client surveys.
• Handles escalated calls from angry/irate callers to resolution.
• Develops and maintains relationships with key individuals.
• Generate and maintain data system for purposes of tracking and data reporting for parish/diocesan administrators.
• Conducts QA on work items completed by team members to ensure accuracy in a peer-to-peer review.
• Effective performance of the essential functions of this position requires regular in-person, on-site interaction with colleagues, both for purposes of relationship building and meaningful collaboration.

QUALIFICATIONS to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.     

The position requires a hands-on, service-oriented individual who meets the following qualifications:     

•  Intermediate knowledge of Microsoft Excel, and Word
• Excellent analytical, communication (verbal and written), interpersonal and organizational skills
• Experience with Pension and/or Health & Welfare benefits plans
• Ability to expeditiously process all transactions and provide follow-up as required
• With minimal supervision must plan and accomplish assigned tasks and goals
• Strong knowledge of the organizational structure and functional responsibilities of the office, interrelated areas and organizations, and workflow procedures
• Demonstrates exemplary organizational acumen
• Ability to establish and maintain effective and cordial relationships with parish/ diocesan administrators
• Ability to effectively communicate, both orally and written
• Demonstrate the ability to multi-task and be responsive to client needs as they arise
• Understanding of the nature and policy of Episcopal Church is a plus
• Ability to work as a team member and achieve team goals in a “customer-focused” environment
• Bilingual English/Spanish a plus

 
EDUCATION and/or EXPERIENCE     

• BA\BS or combination of experience and education. 
• 3+ years of professional level experience with health and welfare benefits, pension plans, with specialization in two or more of the following:  medical, dental, life insurance, disability – STD/LTD, annuities, pension – defined contribution and/or defined benefit plan.
• 2+ years of experience in Customer Relationship Management (CRM) technology platforms related to updating and accessing transactional systems/data.

• Medical (including Vision)
• Dental

• Employer funded defined benefit pension plan (five year vesting)
• Employee Life Insurance
• Spouse and Dependent Life Insurance
• Accidental Death and Dismemberment (AD&D) Insurance
• Short-Term Disability (STD) coverage
• Long-Term Disability (LTD) coverage (elected as either pre-tax or after-tax)
• Business Travel Accident Insurance
• Worker’s Compensation
• Employee Assistance Program
• Retiree health insurance (eligible after 10 years)
• Retiree life insurance

• 401(k) with matching contributions (immediate vesting)
• Flexible Spending Accounts (FSAs)
• Commuter Benefits
• New York’s 529 College Savings Program (NY State residents)