Requisition Number: 2023-024
Job Title: Participant Communications Specialist
City: Hanover
State: MD

Participant Communications Specialist

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Description/Job Summary

This job description is intended to provide a general description of the duties and responsibilities of the classification/position described below. It is not intended to establish limitations or restrictions on the duties of the employee occupying the classification/position as these duties and responsibilities may be changed, modified or adjusted at any time by management


  • Perform Administrative tasks necessary to complete job functions
  • Respond to telephone inquiries through the call center regarding United States and Canadian pension and annuity plans
  • Provide data entry support by updating participant, survivor, beneficiary, and employer information
  • Interact an assist participants, survivors, beneficiaries, and employers in a professional and courteous manner.
  • Engage in telephone contact with and respond to inquiries from outside parties including but not limited to financial institutions, third party vendors, union representatives, and legally appointed representatives while focusing on first time call resolutions.
  • Maintain records of telephone inquiries and services provided in V3
  • Review work-flows for United States and Canadian pension application processes, including but not limited to reviewing of application documents, verifying receipt of appropriate documentation with accuracy, and notifying of missing documents. Request written communication or follow up to applicants as needed.
  • Initiate responses to document requests
  • Provide support services on administrative matters and special projects as assigned
  • Train others in performing the responsibilities of this classification, when requested.
  • Perform all duties and responsibilities, as assigned by supervisor.

Required Skills

  • Ability to comprehend Pension and Annuity plan rules and definitions
  • Strong interpersonal and customer-oriented communication skills and the ability to work effectively with active, retired, and terminated participants
  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment
  • Ability to multitask and work on multiple tasks with accuracy
  • Intermediate knowledge of Microsoft Office Suite 7
  • Ability to follow processes
  • Pleasant phone demeanor and interpersonal skills
  • Punctuality and good attendance
  • Foster teamwork and display positive attitude
  • Respect of others in the workplace
  • Maintain participant/Fund Office confidentiality

Required Experience

  • College level education and/or minimum of one (2) year’s office experience to include customer service background
  • Knowledge of employee benefits/pension industry
  • Proficiency in general computer use; use of Microsoft Word and Excel applications
  • Sound grammatical skills

Preferred Experience

  • Fluency in Spanish or French strongly preferred
  • Call center background preferred

Required Education

College level education and/or minimum of one (2) year’s office experience to include customer service background


  • Normal office environment
  • Use of the computer for approximately 90% of the day. Forty (40) hours will constitute the regular work week. The working hours will be (8) with 30 minutes or 1-hour unpaid lunch break. Flex start time window applicable (7:00 AM – 8:30 AM). However, flex window hours are subject to change to assigned start time(s) based on departmental needs.
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We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.\n\nIf you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.\n\nFor more information, view the EEO is the Law Poster and Pay Transparency Statement.