Member Correspondence Specialist

Portico Benefit Services is seeking a Member Correspondence Specialist to provide advanced administrative support within the Benefits Administration unit. The role involves managing member and employer correspondence, maintaining official records, and ensuring compliance with governance and risk standards while fostering teamwork and operational excellence.

Responsibilities

• Processes member and employer correspondence using form letters/macros
• Accurately creates and distributes technical correspondence utilizing macros, tables, merged documents, and other word processing capabilities
• Documents all letter correspondence in CRM to provide a record of all services provided to our members and employers
• Performs monthly mailings
• Processes daily mail. Sorts mail into categories, performs lookups of missing SSNs, prepares and images daily mail, electronically files documents into Doc Archive, imports mail into the CRM, and assigns appropriate queues
• Maintains inventory supplies, including forms, paper, and envelopes, etc. on a weekly basis
• Maintains and updates reports, documents, and spreadsheets, as necessary
• Verifies and ensures all official records are imaged, proofed, and electronically filed appropriately using imaging and electronic filing software. Adheres to Portico’s policy and established procedures for the storage, retention, and destruction of official records
• Processes e-mails and faxes by electronically filing documents into Doc Archive and assigning activities to appropriate queues in the CRM
• Updates procedures as needed, in the interest of Portico’s strategic objective to enhance operational excellence
• Analyzes and resolves administrative issues for the Benefits Administration unit in a timely manner; escalating unresolved issues as needed
• Handles urgent situations that arise unexpectedly and are highly sensitive
• Provides assistance in successful daily completion of Intake & Fulfillment team’s tasks
• Fosters teamwork in support of reaching team performance goals and works in a team environment
• Supports quality initiatives and performs related duties as directed by the Intake & Fulfillment Lead and/or Director, Customer Care Center
• Provides back-up support or assists team members as dictated by staffing levels and work volume in order to maintain high team efficiency
• Delivers training to work group (especially for new team members) and updates procedures (as needed)
• Recognizes and recommends ways in which communications advance the quality of products and services, raise efficiency, reduce risk, and promote communication best practices throughout the unit

Skills

• Ability to work independently with minimal supervision to complete daily workload while maintaining quality and standards
• Quick learner able to learn processes and procedures via on the job training
• Ability to work collaboratively on a team with shared work
• Well-organized and adaptable to changing priorities
• Able to manage numerous initiatives and prioritize work in a fast-paced work environment
• Proficient in Microsoft Word and Excel
• Ability to communicate complex concepts in simple, creative, and visual ways
• Willingness to participate in on-going learning and professional development activities, project, special assignment and Portico corporate activities
• Bachelor's degree required
• 1-2 years of related work experience in customer service, human resources, or benefits administration
• Experience with CRM, SharePoint, Doc Archive

Benefits

• Premiums paid for health care coverage
• A 10% employer retirement contribution
• Competitive time off
• Wellness benefits

Company Overview