Benefits Customer Service Manager

The UFCW Unions and Employers Benefits Administration, LLC. (The Fund Office), is located in Atlanta, Georgia, and administers Pension, Health and Welfare, and Legal benefits for eligible Union employees across the United States. We are a growing team of 60 employees. We are a vibrant multi-generational and multi-cultural team currently serving 8 states and counting.

Our new Benefits Customer Service Manager will join our team to bring experience and leadership to the day-to-day operations of UFCW Unions & Employers Benefits Administration, LLC. This team is focused on upholding our core values while serving each plan participant to the best of our abilities. While working with each other and with our team members, joint knowledge, and experience, we come together to make a difference for all our Participants, Trustees, and Employees.

JOB SUMMARY
In conjunction with the Executive Director, the Benefits Customer Service Manager is responsible for oversight and management of two (2) business units which are comprised of Health & Welfare Services and Benefits Services:

1. Health & Welfare Customer Eligibility and Enrollment Services: A phone unit responsible for answering Health & Welfare benefits questions for active members, retirees, providers, and processing related documents. This business unit does not pay or process claims. The work in this business unit focuses on Eligibility and Enrollment for multiple funds in various states. This business unit has 1 Supervisor and 9 team members.

2. Benefits Services: This business unit is responsible for Disability (time Loss), Life, and Subrogation claims processing along with the imaging and correspondence center. These business units are responsible for verifying and processing claims and check processing. The imaging and correspondence center is responsible for mail operations, imaging, and indexing to ensure all participant information is received and entered into the operating system. This business unit has 1 Supervisor, 1 Lead Person, and 9 other team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversees the execution of the department's operational plans. Sets operational standards, develops business plans and strategic initiatives, prioritizes resources and plans, assesses operational, business, and member service needs, and related activities
  
• Develops, implements and updates policies, procedures, programs, and workflows to meet the goals established by the Executive Director and the Board of Trustees
  
• Implements or oversees and monitors the implementation of Executive Director and the Board of Trustees decisions and directives in a timely and efficient manner
  
• Ensures operations are in compliance with applicable laws, regulatory requirements, benefit plan provisions, policies and procedures
  
• Interprets, communicates, and implements the Board of Trustees’ directions and plans
  
• Provides guidance on trust fund rules, policies, and benefit plan provisions
  
• Prepares regular, detailed reports for the Board of Trustees on the activities and performance of each business unit
  
• Mentors, coaches, and trains supervisory and support staff
  
• Develops and maintains effective and appropriate working relationships within and outside of the organization
  

MINIMUM JOB REQUIREMENTS

• Bachelor’s degree from an accredited college or university in a related field and at least 10 years of related experience, including management experience
  
• A combination of appropriate education and experience may be substituted for the minimum education and experience requirements.
  

PREFERRED QUALIFICATIONS

• Master’s degree from an accredited college or university in a related field
  
• Experience in a collectively bargained environment
  
• Certified Employee Benefit Specialist (CEBS) certification
  

KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS

• Knowledge of health plan design and associated legislation and regulations
  
• Skilled in exercising a high degree of initiative, judgment, discretion, and decision making to integrate organizational priorities, meet deadlines, and achieve objectives
  
• Skilled in creating and establishing criteria, techniques, and methodologies to resolve ongoing or unprecedented problems or situations for the department, or the organization as a whole
  
• Ability to comprehend and interpret legal verbiage and relate it to business functions
  
• Ability to communicate clearly and concisely, orally and in writing, to include group presentations
  
• Ability to plan, develop, and coordinate multiple projects
  
• Ability to present ideas effectively, orally and in writing
  
• Ability to lead with vision and demonstrate strong leadership qualities
  
• Ability to take initiative and drive organizational excellence
  
• Ability to develop and implement managerial policies and prioritize the needs of the organization
  
• Ability to think analytically and apply sound judgment, resolve problems, make effective decisions, and act with integrity
  
• Ability to explain complex policies and processes in layman’s terms
  
• Ability to work effectively in a team environment
  
• Ability to handle confidential information with discretion and tact
  
• Proficiency in the use of (or ability to learn) personal computer software or systems applicable to the essential functions of the job, which may include any or all of the following: email/calendar software, internet/intranet browsers, word processing, spreadsheets, database software, and various systems or software used by the office.
  

Please send your resume, credentials, and salary range requirements to our talent partners at [email protected].