Job Description

Are you looking for a dynamic position in a growing organization? Are you a people-person who thrives on cultivating new relationships over the phone and helping others? Do you want a fast-paced, team environment with room for growth? If so, VBA is looking for you.

As a full-time, Member Service Representative, you are a vital resource to our customers -- troubleshooting complex member questions, responding to member concerns and educating members on their benefit plan, while catering to our growing Spanish network. For success in this position, you must be bilingual in Spanish , have the ability to multi-task, be dependable, and possess top-notch communication. Additional opportunities are available as we expand our network, depending on your positive contributions and ability to adapt to change.

This is a full-time position. Days and hours of work are Monday through Friday 10:00 AM TO 6:00 PM.

Starting pay rate: $19.00/hour plus overtime

This position is remote. Our office in Carnegie, PA will remain accessible for use as needed. Selected candidate will be required to complete training in-office for the first 3 weeks of employment and must be available to report to our office occasionally for team/company meetings. Selected candidate must reside within a reasonable commute from Pittsburgh PA

Computer and software provided by VBA. Employee must have access to reliable internet connection and a quiet workspace.

Membership in OPEIU Local No. 457 is required following completion of 90-day probationary period.

ESSENTIAL JOB FUNCTIONS

• Serve as the first point of contact for member issue escalation and resolutions
• Respond to member requests via phone, email, and fax
• Explain the member’s customized benefit plan, as authorized by each individual group
• Act as a liaison for member issues including benefit eligibility, claims questions, and customer satisfaction
• Provide education and orientation of our website to members
• Work with Manager of Member Services to ensure proper customer service is being delivered
• Performs other duties of a clerical nature as assigned or required

*The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of this position.

Requirements

QUALIFICATIONS

• At least one (1) year of full-time customer service experience; experience in a call center environment is preferred
• High School Diploma or GED
• Bilingual (English and Spanish) is required; must be able to read, write, and speak English and Spanish proficiently
• Resident of Pennsylvania
• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future.

KNOWLEDGE, SKILLS AND ABILITIES

• Proficiency in written and verbal English and Spanish
• Ability to work independently with minimal supervision
• Ability to remain calm and diffuse difficult situations
• Ability to influence and effectively communicate with diverse personalities
• Effective oral and written communication skills with internal and external clients
• Strong analytical, problem solving and decision making skills
• Effective organizational and time management skills
• Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanor
• Considerable knowledge of MS Word and Excel

WORK ENVIRONMENT/PHYSICAL DEMANDS

• This is a remote position. In-office work may occur periodically based on business need.
• Work is performed in a home office environment and may require:
• Occasionally lifting 0 – 20 pounds.

• Prolonged periods sitting at a desk and working on a computer.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described herein. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Benefits

Full-time, permanent VBA employees receive a comprehensive benefit package including :

• Health, Dental, Vision, Disability, and Life Insurance Benefits
• Paid Holidays, Vacation, Personal and Sick Days
• 401k Plan with Company Match

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