Job Title: Beneficiary Services Representative
Department: Trust Administration
Reports To: Vice President of Trust Administration
Job Summary: This position serves as a liaison between beneficiaries and the rest of the Trust Administration department. The majority of our beneficiaries are disabled and therefore you must be able to speak with individuals who have both physical and mental health diagnoses. You must be able to maintain a high level of professionalism during challenging phone calls. The job also requires you to multitask.
Primary Job Functions
- Provide excellent customer service to our beneficiaries
Manage inbound and outbound phone calls
Provide basic and essential information to beneficiaries
Research missing or unclear information on disbursements requests
Triage inbound paper mail, faxes and email correspondence
Upload disbursement request forms to our system
Overall support of the trust administration department
Other duties and projects as requested by the Vice President of Trust Administration
Analytical – Basic skills required
Project/Process Management – Intermediate to advanced skills required
Computer/Technical – Intermediate to advanced skills required
Clerical/Secretarial – Intermediate to advanced skills required
Equipment Operation – Intermediate skills required
Written & Oral Communication – Intermediate to advanced skills required
Other – Intermediate behavioral health knowledge skills are helpful
Independence of Action: Results are defined and existing practices are used as guidelines to determine specific work methods. Must be able to carry out work activities independently after probationary period. Supervisor/manager is available to resolve problems.
Problem Solving: Problems encountered are routine, somewhat repetitive, and generally solved by following clear or established directions and procedures.
Work Environment and Physical Requirements: Office environment – employees are protected from weather conditions and contaminants. Physical requirements including continuous sitting, repetitive hand motion, hearing, listening, and talking.
Supervisory Responsibilities: Not responsible for supervising others
Education Requirements and Preferences: This is an entry-level position, and no education beyond high school is necessary for motivated individuals who are also quick learners. College degree preferred. Fluency in Spanish preferred.
Work Experience: 1-3 years minimum work experience is required – preferably in a related field. More importantly, a strong motivation to learn and grow professionally is required.
Additional Requirements and Preferences: General working knowledge of business, customer service, finance and/or trusts is desired and helpful, but we will provide on-the-job training.
Career Path: Specialist, Lead Beneficiary Services Representative, Trust Administrator
Salary Range: $12.00 - $15.00 per hour. Compensation based on experience, education and language fluency.