Member Correspondence Specialist
Job Title: Member Correspondence Specialist
Unit: Benefits Administration
Reports To (Title): Supervisor, Administrative Services
FLSA Status: Non-Exempt
Date: April 2025
Description
The Member Correspondence Specialist provides advanced administrative support to the Benefits Administration unit. This position maintains incoming and outgoing communication materials, which includes documenting member and employer correspondence to provide accurate and timely service for our customers. The Member Correspondence Specialist also ensures official records are electronically filed using imaging and electronic filing software. The incumbent will work both collaboratively and independently, using sound judgment and comprehensive knowledge of Portico’s policies and practices.
This position must understand and comply with all of Portico’s Governance, Risk, and Compliance standards (e.g. internal controls, regulatory compliance, and policy compliance).
Key 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 Social Security numbers, prepares and images daily mail, electronically files documents into the document archive, imports mail into 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 the document archive and assigns 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, raises efficiency, reduces risk, and promotes communication best practices throughout the unit.
Qualifications
- 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.
- Capacity to manage numerous initiatives and prioritize work in a fast-paced, high-volume work environment while maintaining accuracy and productivity.
- Proficient in Microsoft Word and Excel.
- Ability to communicate complex concepts in simple, creative, and visual ways.
- Willingness to participate in ongoing learning and professional development activities, projects, special assignments, and Portico corporate activities.
Education
- BS or BA.
Experience
- 1 – 2 years of related work experience in customer service, human resources, or benefits administration.
- Experience with CRM, SharePoint, and document archiving preferred.
STARTING PAY RANGE: $46,000 – $50,000 per year.
BENEFITS SUMMARY: Portico offers a comprehensive benefits package which includes premiums paid for health care coverage, 10% employer retirement contribution, and competitive time off and wellness benefits.
Submit your resume by emailing HumanResources@porticobenefits.org