Benefits Customer Care Rep (Contract)

Description

Description:

The Human Resources Department is looking for a Benefits Customer Care Representative to join the team on a contract (temporary) basis.  In this role, the incumbent will have primary responsibility for intake of benefits inquiries through our dedicated customer care & solutions phone line, logging and resolving of cases via Salesforce, and managing inquiries within dedicated benefits mailboxes.  The role will focus on providing quality customer service to employees and retirees when resolving benefits inquiries and supporting the administration of critical programs such as, open enrollment, new hire orientation, and the retirement process.

Reporting to the Benefits Supervisor, the Benefits Customer Care Rep’s responsibilities include but are not limited to:

Customer Service:

• Handling benefits inquiries from our active and retired population that consists of eligibility, claims processing, Medicare, and changes to dependents status.
• Providing timely responses to emails and phone calls, generally within 48 hours for inquiries unless matter is more complex.
• Supporting adhoc customer service matters as needed.

Administration:

• Regularly checking mail that comes into office via internal mailroom and handle as appropriate.  
• Scanning of benefits paperwork within the Salesforce system in a timely manner.
• Initiating and closing cases upon completion within Salesforce in a timely manner.
• Providing support to team members with auditing and processing of new hire and retirement paperwork to ensure proper documentation is submitted via Salesforce to Benefits Systems for processing.
• Processing of basic transactions within PeopleSoft such as address changes.

Qualifications:

• Bachelor’s Degree in Human Resources or a related field or 2 years equivalent experience.
• Minimum of 1 year experience in a fast-paced customer service environment that responded to a high volume of customer inquiries in a timely manner.
• Experience in PeopleSoft Benefits Administration module, Salesforce and DocuSign or similar software products.

Desired: 

Ideal candidates will present the following profile:

• Ability to multi-tasks and handle competing priorities.
• Ability to quickly adapt to key benefit programs and resources to support customer inquiries.
• Strong organizational skills with attention to detail.
• Strong problem-solving skills.
• Well-developed project and process management skills.
• Proficient knowledge of Microsoft Office Suite skills with advanced skills in MS Excel.
• Ability to communicate effectively and develop positive working relationships with both internal and external partners and customers.

About Employee Benefits: As part of the agency’s Employer of Choice agenda, the Employee Benefits Division is committed to investing in our employees’ health and wellness by offering a competitive benefits package. We administer the Port Authority/PATH’s benefits programs for our active and retired population and their eligible dependents, while providing them support for all benefits related questions including healthcare, retirement, disability, and Medicare.  Employee Benefits is responsible for plan enrollment, monitoring eligibility, researching, and analyzing benefits plans, programs & policies and making recommendations to ensure our benefits remain competitive and in-line with industry standards.  We also monitor government regulations, legislation, and benefits trends to ensure our plans are in line with guidelines. This group maintains a focus on process optimization and continuous improvement to ensure a high level of customer service.

How to Apply:

Interested candidates should apply to this job by clicking on the "Apply Now" button and submitting a combined cover letter and resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.

About The Port Authority:

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than twenty three billion in annual wages and eighty billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.

Equal Opportunity Employer

The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.