Call Center Representative

**Temp to Hire Position. Pay is $24/hour**

Motion Picture Industry Pension & Health Plans (MPI) is seeking a professional, outgoing, and energetic customer service Representative with strong analytical skills and an exceptional attendance record. The ideal candidate should have experience in health plan and/or pension plan benefits, and the ability to communicate complex plan policies and benefits in easy-to-understand terms while providing exceptional customer service.

The Department
The Participant Services Center is a high-volume inbound Call Center that fields inbound calls and emails from Participants and providers regarding a variety of subjects including benefits, eligibility, claims, pension, and premiums payments.

Responsibilities

• Handle a high-volume of incoming Participant calls and inquiries in a professional and courteous manner, covering topics related to benefits, eligibility, claims, pension, premiums payments, legal documentation, account numbers, addresses, beneficiary designation, Coordination of Benefits records, Life Insurance, COBRA, etc.
• Ensure consistent and punctual attendance as required by the role and maintain a reliable presence in the workplace.
• Maintain accurate and detailed records of Participant interactions in our Customer Relationship Management System (CRM).
• Provide exceptional customer service, promptly and effectively addressing participant concerns and resolving issues with empathy and care.
• Demonstrate understanding of MPI policies, processes, and plan knowledge to assist callers with their inquiries.
• Meet established call center performance metrics as an individual to assist the department in reaching departmental goals and company objectives, high quality calls providing customer satisfaction, first-call resolutions, and short wait times.
• Completing other duties or projects as assigned.

Qualifications

• Minimum of 2 years of experience in benefit plan administration and customer service in a high call volume environment.
• Preferred experience with Taft Hartley, pension, and health plan benefits knowledge.
• Possesses clear, effective, and strong oral and written communication skills, explaining complex issues and confirming understanding.
• Exhibits pleasant and professional telephone etiquette and phone voice.
• Demonstrates excellent attendance and punctuality, with the ability to work overtime/extended hours, including weekends, as needed.
• The ability to handle fast-paced work while multitasking.
• Capable of managing a high volume of calls while maintaining high standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Displays good interpersonal skills, interacting effectively with co-workers and Participants.
• A flexible team player with a positive, cooperative, and helpful attitude, adhering to organizational values.
• Maintain confidentiality, follow the Federal Privacy Laws and departmental guidelines.
• Proficient in PC skills, including Windows; MS Word, MS Excel, PowerPoint, and a familiarity with CRM.
• Accurate typing skills of 45 words per minute and preferred 10-key skills by touch.
• Ability to work overtime/extended hours, including weekends, as needed.
• Ability to accept direction and developmental guidance from supervisor.
• Ability to work with individuals at all levels of the organization.
• Other duties as assigned.

Please note, this is an onsite assignment at our offices in Studio City, CA. MPI requires contractors to be vaccinated against Covid-19 with exceptions as required by law.

About MPI:

Located in Studio City, CA, the Motion Picture Industry Pension and Health Plans (MPI) are multi-employer trust funds established by collective bargaining agreements between various employers and over 30 Unions and Guilds representing employees in the motion picture industry.

Recognized as an Employer of Choice for its employee-focused work environment, competitive compensation and benefits, MPI is a recipient of the World at Work Seal of Distinction and is Great Place to Work Certified! 

Motion Picture Industry Pension & Health Plans (MPI) is an equal opportunity employer and does not discriminate against any applicant or employee on the basis of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age over 40, marital status, veteran status, mental or physical disability, pregnancy, genetic information, or any other basis prohibited by law. Any applicant who, because of disability, requires accommodation or assistance in completing this application or at any time during the application process should contact the Human Resources Department. MPI also provides reasonable accommodations to disabled employees consistent with its obligations under applicable law.