Responsible for the overall management of the Member Contact Center (MCC) and Employee Benefit Services (EBS) work units. EBS is responsible for the accurate preparation and distribution of the monthly insurance and pension billings for approximately 1,000 member cooperatives, totaling over $1 billion, annually. The MCC primarily provides telephone /help desk support for NRECA's toll free number and main number as well as Cooperative.com. Models leadership behaviors necessary to create a highly effective team.
Salary Grade: C120
Reports to: Director, Benefit Administration
Starting salary will be based on the level of skill and work experience.
Purpose and Mission
This position is specifically responsible for
Demonstrate's NRECA's Manageent Performance Standards: Shape the Future, Optimize Resources, Enable Achievement, Inspire the Team, Build Relationships and Invest in Employees to create a constructive work environment and engage employees in our mission.
Serves as a business advisor and models the Internal Services customer service banner: "Listen, Understand, Communicate, then Deliver" in carrying out all responsibilities.
Leads and manages the work units in accordance with NRECA's leadership & management standards.
Manages staff and procedures to ensure accurate and timely processing and maintenance of all information related to participant insurance and pension eligibility and member cooperative demographic/address changes across all applicable systems.
Serves as the business subject matter expert and coordinates with IT to initiate and/or prioritize actions to effect system changes in order to reduce or control administrative costs and potential for error.
Manages the MCC to ensure employees are providing exceptional telephone/help desk support for all numbers assigned to the MCC.
Requirements and Qualifications
Formal Education Required
MBA with a Certified Employee Benefits Specialist (CEBS) designation preferred OR
Bachelor's Degree in Business
Knowledge, Skills, and Abilities Required
A minimum of 7 years of experience in the insurance and pension industry.
A minimum of 7 years of call center or equivalent customer service experience.
A minimum of 5 years management/supervisory experience.
Experience working with a team, leading and coaching others.
Knowledge of NRECA employee benefits or has a Certified Employee Benefits Specialist (CEBS) designation is preferred.
A high degree of proficiency of MS Office applications. (Outlook, Word, Excel, Access, Powerpoint, Visio, Project).
Experience using and/or knowledge of the following administration systems, preferred: HEAT, Claimfacts, BAS, Benefit Workstation,Omnistation, OmniPay, Cooperative.com Administration tool, Membership database (NetForum, Caremark, PeopleSafe, I&FS Pubs & forms, ePresent (bills, invoices, statement), and WebExtender.
Experience managing work and time deadlines.
Able to speak the English language both fluently and clearly.
Public speaking experience, preferred.
Is flexible to work extended hours during the week or weekend hours as needed.
Must be available for call-outs during emergency situations.
Must be able to travel to conferences and meetings.
The National Rural Electric Cooperative Association (NRECA) offers competitive wages and a world-class portfolio of employee benefits that includes a variety of options that allows our employees to customize their coverage to meet their individual needs.
All candidates must apply on-line at www.nreca.jobs to be considered.
NRECA is an equal opportunity employer. All applicants are considered without regard to race, color, religion, sex, age, national origin, veteran status, disability or any status that is protected by law. Amount of Travel No Travel Work At Home