Employer Assistance Representative

Description

POSITION PURPOSE:

The Employer Assistance Representative maintains accurate records of employer benefit reporting and delinquency statuses through consistent system monitoring. This role provides telephone support to employers and ensures organizational compliance with collective bargaining agreements.

ESSENTIAL JOB FUNCTIONS:

• Identify and refer non-compliant employers to the District Council for further action.
• Track employer benefit payments using the I-Remit platform, Benefit Fund Administration systems, and daily deposits records. 
• Regularly audit and update employer statuses, categorizing entities as active, inactive, dormant, and further action.
• Provide professional phone assistance regarding delinquency resolutions, benefit calculations, and reporting protocols. 
• Analyze Remittance, Shortage, Surety, and Discrepancy delinquency reports while maintaining inter-departmental communication. 
• Facilitate employer adjustment to reported benefits and process refund requests with verified documentation.
• Issue instructions for online and check-based benefit payments and manage user access by resetting I-Remit/Urban credentials.
• Assist employers in navigating our digital tools, providing clear instructions for online payments and resolving login issues and report deletions to ensure a smooth experience. 
• Maintain the flow of information between departments and generate thoughtful correspondence regarding employer status updates.
• Maintain accurate ledgers of employers delinquent in benefit contributions and monitor adherence to Collective Bargaining Agreements (CBA) obligations.
• Perform daily maintenance of employer profiles/statuses within the Benefit Fund Administration system (URBAN).
• Maintain detailed phone log of conversations with employers
• Generate complex queries and tracking reports regarding jobsites and employer records as requested.
• Collaborate with Member Services to resolve participant data discrepancies and alert the District Council regarding reporting from inactive/ further action entities.
• Provide real-time data verification for Business Representatives operating in the field via telephone or in person.

Requirements

Education and Experience:

• Bachelor’s degree in business administration or a related field required.
• A minimum of two (2) years of dedicated customer service experience is required.
• Proficient in Microsoft Office Suite (Word, Excel, and Outlook).

Skills and Competencies:

• Strong oral and written communication skills with the ability to translate benefit information to clear guidance for employers
• Professional and service-oriented demeanor when interacting with employers, staff, and other parties.
• Maintain high-level customer service standards, ensuring professional and confidential interactions.
• Ability to prioritize multiple assignments, manage follow-up activities, and meet deadlines in a fast-paced environment.
• Strong analytical, reconciliation, research, and problem-solving abilities.
• Ability to exercise sound judgment, follow established procedures, and identify matters requiring escalation.
• Ability to work independently and collaboratively within a team environment.
• Proficiency in Microsoft Word, Excel, Outlook, database management systems, and electronic document-management tools.

Work Environment 

• Office-based position requiring prolonged computer and telephone use. 
• Role requires regular communication in person, by telephone, and through written and electronic correspondence
• Ability to manage multiple priorities and maintain focus in a deadline-driven environment. 
• Regular attendance and punctuality are essential functions of the position. 

Salary and Benefits 

Salary Range: $65,000-$68,000

The rate of pay offered will be based on relevant skills, education, experience, and qualifications. The NYCDCC Benefit Funds offer a comprehensive and competitive benefits package, including 100% employer-paid health benefits, an employer-funded annuity contribution equal to 10% of compensation, paid time off, and professional-development support, including CEBS and continuing-education programs.

EEO Statement

The NYCDCC Benefit Funds are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, creed, religion, color, national origin, ancestry, alienage, pregnancy, disability, age, uniform service member status, veteran status, marital status, caregiver status, familial status, status as a victim of domestic violence, sexual violence or stalking, membership in a domestic partnership, sex, gender (including gender identity, gender expression or status as a transgender person), genetic information, sexual orientation (including an individual’s actual or perceived romantic, physical or sexual attraction to other persons, or lack thereof, on the basis of gender), sexual and reproductive health decisions, or on any other characteristic protected by applicable federal, state, or local law.

If reasonable accommodation is needed to participate in the job application or interview process, please contact Krystal Higgins at (212) 366-7516.