Researches and analyzes benefit plans and participants, assists in implementing system changes, and provides complex assistance with retiree and employee issues.· Communicates with Vendors to ensure participants’ concerns/complaints are resolved in a timely manner. Vendor management includes review and direction on how to correct participants’ coverage.· Participates in annual Health and Welfare open enrollment process, including system testing and processing annual enrollment changes.· Audits vendor enrollment/disenrollment files to ensure accuracy.· Develop new business processes to ensure consistent, accurate and timely processing.· Processes premium refunds through BNY Mellon.· Works with both PPO and HMO health plans, including processing enrollments and disenrollments and investigating discrepancies. · Uses a Case Management system to respond to tickets as they are assigned through the Benefits Service Center call center.· Processes Qualified Domestic Relations Orders (QMSCO’s) within regulated guidelines.· Fulfills all compliance responsibilities related to the position.· Participates in special projects as assigned.

· Responsible for delivering a high level of customer service to retirees who contact the call center through phone calls or email-based Web queries. Applies procedures, policies, knowledge database and other materials to assist in answering retiree inquiries on an independent.  Logs calls into a computerized call tracking system and assigns work in a case management system.· Acts as the Blue Cross Blue Shield specialist; works with outside vendors such as Highmark and Express Scripts for participant enrollment and disenrollment.  · Sends out monthly letters to Union and Non-Union plan participants as they age in to Medicare or become eligible due to disability; updates from daily feeds from PPO plan and prescription provider for disenrolled participants and their spouses.  · Communicates within Benefits Service Center to effectively problem solve.  Effectively identifies or escalates problems as they occur and takes appropriate steps to resolve or redirect.· Working knowledge of health insurance plan(s) including benefits and costs, processing new retirement cases and processing death benefits.· Ensures proper following of USS’s privacy policies including confidentiality and protection of sensitive reports or information.  Participates in continuous training as necessary. Gives feedback to supervisors on how to update processes and procedures to be more efficient.

Third party processor for union benefits.Processed contributions including employee elected/non-elected monies, employer portions, loans through Prudential Retirement Services, Union Dues and other funds collected for Union members.Confirmed contribution reports for 35,000 participants for approximately $3 million/month.Worked with a fully automated administrative software package that provided maximum security and program/data control.Corresponded on a regular basis with auditors and attorneys to provide them with information on employers and contributions.