Call Center Representative

3 weeks ago(12/28/2017 12:29 PM)



SEIU Benefit Funds  (Service Employees International Union)


Job Title:      Call Center Representative         Grade:  TS-4


Location:      Washington, D.C.



This position is responsible for acting as a liaison for the SEIU Benefit Funds between
participants, beneficiaries, trustees, employers and other parties providing service that
reflects respect, efficiency and courtesy. The Benefit Funds administer multiple benefit
funds in a fast paced environment.

Primary Responsibilities:


  • Handle incoming telephone calls and/or direct to other Benefit Fund staff as necessary acting as liaison between participants and beneficiaries and other Benefit Fund departments to ensure callers are serviced with respect, efficiency and courtesy.
  • Consult, research, resolve and respond verbally and/or in writing to participants, beneficiaries, trustees, employers, etc regarding various issues.
  • Assist in clerical function of SEIU Benefit Funds.
  • Monitors and maintains benefit application data.
  • Provides information to benefit applicants critical to Benefit Funds processing benefit applications in timely manner.
  • Processes and maintains participant and beneficiary census and payment data.
  • Provides written and verbal translation services (Spanish) as assigned.
  • Performs other duties as required to support the mission of the department and the SEIU Benefit Funds.

Direction and Decision Making:

This position reports to the Call Center Manager.

Education and Experience:

Associates degree from an accredited college or university with coursework including
business administration or other related coursework and one (1) year of experience in a
call center or customer service environment.




High school or GED and three (3) years of experience in a call center or customer
service environment.
Or, a combination of education and experience that would provide for the following
knowledge, skills, and abilities:


  • Ability to communicate effectively, both orally and in writing in bi-lingual environment.
  • Ability to think critically and produce sound, logical conclusions. 
  • Ability to perform data entry functions.
  • Ability to work efficiently and effectively in demanding environment.
  • Ability to handle sensitive situations in calm respectful manner
  • Ability to multitask using oral, visual and tactile senses.
  • Ability to handle multiple projects, meet established deadlines and adapt to an ever changing environment for the purpose of accomplishing results.
  • Ability to organize work/tasks to provide for systematic and efficient processes.
  • Ability to produce work accurately and thoroughly.
  • Ability to maintain flexible attitude and approach toward assignments while actively participating and supporting a team environment.
  • Proficient in the use of personal computers using accounting, database, and
  • spreadsheet software or other SEIU Benefit Funds software, including Microsoft Office Suite, in the performance of record keeping.


Test Certifications:
Excel (Basic); Word (Intermediate)


Physical Requirements:
Work is generally performed in an office setting. Overtime required as necessary.


Probationary Period:
Sixteen (16) calendar weeks 



Application Requirements:


A resume is required for all applications and a cover letter is highly suggested.  Your cover letter should explain your reason for wanting to work for us, an example of how you demonstrated success in a similar position and a description of how this position fits into your long-term career plan. 





SEIU Benefit Funds  is an Equal Opportunity Employer.


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