Visitor Center Representative

For more than 70 years, the Motion Picture Industry Pension & Health Plans (MPI) has proudly served the entertainment community by supporting the financial and healthcare well-being of the people who bring stories to life — from set crews to post-production pros.

We’re not just accountants and analysts; we’re problem-solvers, collaborators, and stewards of trust. Our teams are guided by a simple mission: to improve the lives of our members who work in the entertainment industry through accuracy, accountability, and care.

MPI is recognized as a five-time certified Great Place to Work® employer and recipient of the World at Work Seal of Distinction because we believe people do their best work when they’re respected, supported, and inspired.

Role Overview:

MPI is seeking a Visitor Center Representative to join our team in Studio City. This onsite position provides virtual and in-person customer service to active and retired participants and their families regarding MPI Pension and IAP benefits as well as affiliated local benefits. You will be responsible for various scheduling and administrative functions related to supporting the retirement process for participants, including maintaining department calendars, scheduling counseling appointments, monitoring department inboxes, distributing workflow, and processing benefit documents.

You’ll also be expected to maintain an in-depth knowledge of pension benefit processing, pension regulations, and MPI’s Trust Fund rules and policies, and communicate complex plan policies in easy-to-understand terms while providing exceptional customer service.

Qualified candidates, please submit your current resume with a cover letter for consideration.

Submissions will be reviewed; only candidates most closely matching the requirements of the position will be contacted.

MPI offers a comprehensive benefits package, including free medical, dental, behavioral health, and vision coverage, generous paid time off, retirement benefits including pension and 401k, supplemental benefits including discounted pet insurance, and professional development opportunities.

MPI requires employees to be vaccinated against Covid-19 with exceptions as required by law.

What You Will Need:

• Bachelor’s degree in business administration preferred, or equivalent work experience.
• 2–5 years’ experience in a customer service or administrative setting; prior healthcare, retirement benefits, and/or trust fund experience preferred. Both in-person and phone customer service experience preferred.
• Professional phone and in-person etiquette and demeanor.
• Strong ability to answer complicated questions, assist with resolving issues, and escalate issues as necessary.
• Excellent verbal and written communication skills paired with analytical and research skills.
• Ensure accuracy and precision in work output, maintaining neat and meticulous attention to detail.
• Quick learner with the ability to retain and communicate learned concepts.
• Intermediate proficiency in Microsoft Outlook, Excel, and Word.
• Strong customer service skills and desire to help with empathy, care, and compassion.
• Ability to prioritize and work in a dynamic, fast paced, and multifaceted environment.
• Excellent attendance, punctuality, and reliability, including the ability to work extended hours or overtime as needed.
• Ability to work with individuals at all levels of the organization.
• Professional and polished appearance to represent MPI in a positive manner.
• Ability to maintain discretion and adhere to HIPAA requirements.
• Ability to accept direction and developmental guidance from supervisors to support professional development and growth.
• Ability to work extended hours, including evenings and weekends, as business needs require.

What You’ll Do:

Customer Service and Participant Support

• Handle incoming participant calls, emails, web requests, walk-ins, and virtual meetings in a professional and courteous manner.
• Provide assistance with health and pension benefits, legal documentation, account numbers, addresses, beneficiary designations, and witnessing services on MPI forms and documents.
• Demonstrate understanding of MPI policies, processes, and plan knowledge to assist participants with inquiries. Counsel participants on complex and/or sensitive cases and resolve issues with empathy and care clearly and accurately.
• Maintain accurate and detailed records of participant interactions to ensure successful resolution and follow-up.

Scheduling and Appointment Coordination

• Maintain Retirement Services department calendar and schedule counseling sessions for participants.
• Arrange, coordinate, and prioritize scheduling, including sending out benefit estimates for appointments.
• Screen participants by phone for in-person Visitor Center appointments, including researching and preparing for appointments. Perform appointment screening and scheduling activities, including callouts to participants who have made online appointments.

Administrative and Processing Duties

• Analyze eligibility requirements for each applicant. Create and send Pension and IAP retirement and early withdrawal applications.
• Review and validate returned applications for accuracy and completeness and process application cancellations.
• Distribute Pension and IAP applications and packets to participants and perform pension verifications.
• Assign applications, forms, and documents to Retirement Benefit Analysts for review and approval. Maintain incoming workflow for each benefit analyst’s caseload.
• Monitor and track incoming forms and documents for Pension and IAP refund applications, Retirement Benefits mailboxes, Unity tickets, email, and Laserfiche requests.
  
  

Additional Responsibilities

• Maintain participant and department files and supplies.
• Assist with various annual participant statements, required minimum distributions, and mail distribution.
• Participate in special projects and perform additional duties as assigned to support department objectives.
• Other duties or projects as assigned.

Compensation:

This is a Union-affiliated position with a pay rate of $28.00 per hour.