About the Opportunity
Are you an experienced supervisor who enjoys solving complex problems, developing people, and making a meaningful impact on the employee benefits experience?
We are seeking an NEBF Applicant Services Supervisor to lead the day-to-day operations of our Applicant Services team. This is an excellent opportunity for a people-focused leader with experience in pension/benefit administration, legal documentation review, or a related supervisory environment to join a team that plays an important role in supporting participants and constituents of the Funds.
In this role, you will oversee a team of Applicant Services Representatives, Legal/Liaison Services Representatives, and Approvers while helping ensure applications and participant inquiries are handled accurately, efficiently, and with a high level of service.
The ideal candidate is a confident and collaborative leader who can navigate complex documentation and benefit-related questions, coach employees to success, identify opportunities for process improvement, and build strong working relationships across the organization.
What You'll Do
Lead & Develop the Team
- Provide day-to-day leadership, guidance, and support to Applicant Services team members.
- Monitor individual and department performance, productivity, quality, and service standards.
- Establish effective workflows, production schedules, and performance goals.
- Develop and implement enhanced training protocols and procedures.
- Provide ongoing coaching, mentoring, and feedback to help employees grow and succeed.
- Foster a positive, inclusive, and collaborative environment where employees feel comfortable sharing ideas and asking questions.
- Serve as a resource to team members and assist with escalated participant or operational issues.
Oversee Applicant & Documentation Services
- Maintain a strong working knowledge of NEBF/NEAP rules, procedures, systems, and processes.
- Oversee the accurate and timely processing of applications, documentation, correspondence, telephone calls, and email inquiries.
- Review and help resolve complex or escalated issues involving participant applications and supporting documentation.
- Respond to supervisor queue questions and emails within established service standards, providing a resolution or appropriate escalation to Legal Counsel when necessary.
- Meet with participants, as scheduled, to assist with applications, questions, and documentation requirements.
- Ensure appropriate handling and review of legal and benefit-related documentation.
- Maintain the ability to perform and understand key functions within the department in order to effectively support the team.
Improve Processes & Service
- Monitor department queues and metrics to identify trends, opportunities, and potential service issues.
- Use data and operational insights to improve efficiency, accuracy, and participant service.
- Identify opportunities to streamline workflows and enhance the participant experience.
- Collaborate with internal departments and leadership to resolve issues and improve processes.
- Regularly communicate with the Director regarding department operations, challenges, staffing, performance, and opportunities for improvement.
- Provide supervisory coverage and support to other Pension Department teams as needed.
Build Strong Relationships
- Work collaboratively and professionally with employees, participants, internal departments, vendors, and other stakeholders.
- Communicate complex information clearly and professionally, both verbally and in writing.
- Represent the Funds with professionalism and a commitment to extraordinary service.
- Model the organization's core values through leadership, accountability, respect, and teamwork.
This list of responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as determined by management.
What We're Looking For
We are looking for an experienced professional who combines strong leadership skills with attention to detail and the ability to work with complex benefit and legal documentation.
Required Qualifications
- Bachelor's degree or equivalent combination of education and relevant experience.
- At least 2 years of supervisory or people-management experience.
- At least 1 year of experience reviewing, interpreting, processing, or managing legal, regulatory, benefit, or other complex documentation.
- Strong written and verbal communication skills.
- Demonstrated ability to research, analyze, and resolve complex issues.
- Strong organizational skills and attention to detail.
- Ability to manage competing priorities while maintaining accuracy and a high level of service.
- Demonstrated ability to work collaboratively with employees, participants, vendors, and internal stakeholders.
- Professional judgment and discretion when handling confidential or sensitive information.
Preferred Qualifications
- 5+ years of progressive experience in a pension fund.
- Experience working with pension or retirement plans.
- Experience with Taft-Hartley Trust Funds.
- Familiarity with NEBF, NEAP, or similar multi-employer benefit plans.
- Experience interpreting plan rules, regulations, policies, or benefit documents.
- Experience working in an environment involving legal documentation, compliance requirements, or regulatory standards.
- Experience leading teams in a high-volume service or operations environment.
We encourage qualified candidates with strong supervisory and legal-documentation experience to apply even if they do not have direct pension fund experience. Experience in pension/benefit administration is highly valued, but we recognize that strong leadership, analytical, and documentation skills can transfer from a variety of industries.
What Makes This Opportunity Stand Out
This is more than a traditional supervisory role. The NEBF Applicant Services Supervisor has an opportunity to:
- Lead and develop a dedicated team of professionals.
- Become a subject-matter resource in a specialized pension and benefits environment.
- Make a direct impact on the experience of participants and constituents.
- Help shape training, processes, and operational improvements.
- Work closely with leadership and cross-functional teams.
- Build valuable expertise in pension administration, benefit rules, and legal documentation.
- Grow professionally within a specialized benefits organization.
Benefits
We offer a comprehensive benefits package, including:
- Low deductible Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Retirement Plan
- Paid Time Off (including 15 paid holidays)
- Flexible Spending Account
- Employee Assistance Program
Work Location: Hybrid – Rockville, MD 20850
If you're a collaborative leader who enjoys developing people, solving complex problems, and working in a specialized benefits environment, we'd love to hear from you.
Pay: From $80,000.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Education:
Experience:
- pension fund : 5 years (Preferred)
- Supervising: 2 years (Required)
- legal documentation review: 1 year (Required)
Work Location: Hybrid remote in Rockville, MD 20850
