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Member Advocate

3 months ago

Tampa, United States Zenith American Full time
Job DescriptionJob Description

Title: Member Advocate Department: Retirement Benefits

Bargaining Unit: NBU Grade: N/A

Position Type: Non-Exempt Hours per Week: 40


Position Summary

The Member Advocate performs technical and administrative duties associated with the processing and verification of participants' retirement benefit inquiries and applications in accordance with Company policies, regulatory requirements, and plan guidelines.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."


Key Duties and Responsibilities

  • Processes retirement benefit applications verify the accuracy of information, researches or investigates past service, related credits, and insurance deductions.
  • Initiates and prepares correspondence to participants, beneficiaries, employers and others regarding general account information, retirement benefit history, and monthly retirement benefits.
  • Performs data entry and corrections to update members' information.
  • Answers calls from Plan participants.
  • Maintains current knowledge of assigned Plan(s) and effectively applies knowledge in all job functions.
  • Provides written, verbal, or face-to-face customer service, including answer participant phone calls or attending local union member events, and responding to and documenting telephone and written inquiries in accordance with the various Plan(s) benefits.
  • Updates files, including documenting system notes of conversations or action taken.
  • Performs tasks associated with the administration of retirement benefits such as.
    • Processing and/or sending mailers or required forms as requested by members.
    • Processing and/or sending correspondence related to member pension status.
    • Distributing communications related to regulatory requirements.
  • Initiates Action Requests to appropriate departments as necessary. Follows up to ensure successful completion of Action Request.
  • Researches and resolves complex and technical issues and irregularities.
  • Provides client service support both in person and virtually for the employers, unions, Trustees, and Fund professionals as requested/needed.
  • Updates retirement data in appropriate information systems.
  • Assists with special projects as requested by management.
  • Performs other duties as assigned.

Minimum Qualifications

  • High school diploma or GED. Highly developed sense of professionalism, maturity and integrity.
  • Six months experience working in a professional environment.
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Ability to read, analyze, and interpret general business materials, technical procedures, benefit plans and regulations.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Strong understanding of discretion and the appropriate handling of sensitive information.
  • Solid organization skills with an attention to detail.
  • Strong time management skills, capable of prioritizing workload effectively to meet deadlines.
  • Excellent verbal and written communication skills.
  • Experience working in a collaborative team environment.
  • Ability to successfully communicate and execute with all levels of the organization in a heavily matrixed environment.
  • Ability to work in a fast-paced environment managing multiple projects and incoming requests.
  • Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.
  • Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.
  • Computer proficiency including MS Office tools and applications.

Preferred Qualifications

  • Bilingual English and Spanish, based on location needs.
  • Prior retirement plan administration experience.
  • Knowledge of Taft Hartley organizations.

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.


Working Conditions/Physical Effort

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

Disability Accommodation

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com, and we would be happy to assist you.


ZAS's Mission, Vision & Values

As a member of the ZAS team, each employee agrees to embrace and live out the mission, vision and core values of ZAS. The values we live and work by are:

  • We focus on relationships
  • We take risks thoughtfully
  • Ethical behavior
  • Performance and accountability
  • We strive to win, but not at all costs

Zenith American Solutions, Inc.

Real People. Real Solutions. National Reach. Local Expertise.

Zenith American Solutions, Inc. is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944.

We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We look for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American

Internals to Apply:

If you meet the minimum qualifications and are interested in applying for this position, please submit an application. All applications must be received by 5:00 pm on the Internal Posting Deadline in order to be considered prior to external applicants.


* Zenith American Solutions is an Equal Opportunity Employer. Zenith does not discriminate on the basis of race, religion, color, sex, physical or mental disability, gender identity, sexual orientation, age, national origin, pregnancy, status as a parent, veteran status or any other basis covered by appropriate law. All employment decisions on the basis of qualifications, merit, and business need.



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