Summary/objective 
A Participant Service Representative plays a crucial role in ensuring membership satisfaction and loyalty
by providing exceptional service and support. They are a liaison between the organization and its
membership (generally defined as working participants, retirees, office staff, local unions, and trustees)
assisting with requests and resolving issues.
Essential functions 
Reasonable accommodations may be made to enable individuals with disabilities to perform these
essential functions.
 Promptly answer membership inquiries, according to provided metrics, in a professional
manner. Explain Trust policies and processes to clarify Trust requirements both verbally and
in writing.
 Investigate and resolve membership requests or concerns with empathy and patience.
 Communicate clearly and concisely verbally or in writing to describe technical plan provision
information which is understandable and meaningful for the membership.
 Review and revise letters, forms, and other documents as needed, to ensure usefulness and
accuracy of all membership-facing processes.
 Ability to stay current and knowledgeable on legal decisions regarding plan amendments,
legislative changes and processing of divorce decrees, qualified domestic relations orders, and
other required documents.
 General understanding and ability to process reports of all member-facing systems. In
addition, monitor and evaluation of reports to ensure appropriate updates to systems and
changes are completed as needed.
 Participate in evaluation and implementation of all plan changes.
 Ability to apply plan language and documents based on various member-facing scenarios.
 Work collaboratively with other team members and departments to address member needs and
improve processes.
 Research and apply reciprocity between various trusts for members following rules to assure
proper follow of money between accounts.
 Propose and participate in the writing, editing, and implementation of administrative
guidelines.
 All other duties as assigned.

Competencies 
 Active listening.
 Critical thinking skills.
 Strong math skills.
 Well-organized, skilled in time management and ability to prioritize tasks.
 Excellent oral and written communication skills.
 Strong interpersonal skills using empathy and patience with a customer-centric approach.
 Attention to detail and problem-solving ability.
 Ability to maintain a positive attitude.
 Excellent computer skills, including Microsoft Office Suite (Word, Excel, Outlook, Windows),
various networks, and internet.

Required education and experience
 High School graduate and/or GED equivalent
 1 or more years of prior customer service experience
 Proven ability to maintain a realistic balance among multiple priorities.
 Proven problem-solving and conflict resolution skills.
Preferred education and experience
 Prior experience with benefit calculations, reductions, compound interest and projections.
 Call center customer service experience is a plus.
 Working knowledge of unions, Taft-Hartley, or collective bargaining
 Prior work experience with database operations and reporting
 Prior experience in employee benefit laws, including but not limited to, ERISA, REA, and
TEFRA.

Work environment
The physical location will be an onsite standard office setting at the Northwest Trusts office as
determined by the employer. The work duties and environment described above are considered
professional and appropriate business casual attire is required. The job description outlined may change
at any time without notification.
Position Type and Expected Hours of Work
Full-time. Minimum of 37.5 hours onsite of work per week, typically Monday through Friday. Core hours
are 9:00 am to 3:00 pm. to interact with all departments within the organization in person, onsite.
Additional offsite hours may be required to complete all aspects of the position.

Physical demands
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job.  Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
 Prolonged periods sitting at desk and working on a computer.
 Must be able to occasionally lift 30 pounds at a time.
 Must be able to interact and communicate effectively with employees, management, vendors
and customers/clients.
 Must be able to use office equipment including telephones, computers, fax and copier
machines.
 Requests for reasonable accommodations are considered, as required by law.
 Regular and reliable attendance, and ability to work flexible days and hours.

Travel Required 
Business travel may be assigned 10% or less per year.
Other duties 
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 for this job. Duties, responsibilities, and
activities may change at any time with or without notice.