Member Solutions Specialist

Location:
Headquarters

Address:
Albany, NY

Company:
Civil Service Employees Association, Inc.

Organization:
Member Solutions Center

Requisition ID:
2026-003

Job Type:
Full-Time

Discipline:
United Union Employees of New York

Posting Date:
01/14/2026

STARTING AT $52,480, PURSUANT TO THE RULES OF THE COLLECTIVE BARGAINING AGREEMENT

JOB SUMMARY:
The Member Solutions Specialist reports to the designated Member Solutions’ Supervisor. The
Member Solutions Specialist handles and triages inquiries to headquarters and is the point of contact
and information for phone inquiries to Headquarters. Every phone contact/conversation is member
centric and highlights the value of the union. The Member Solutions Specialist acts as the voice and
face of CSEA when interacting with members, nonmembers and others.

ESSENTIAL FUNCTIONS:
1. Receives, answers phone inquiries from members, nonmembers, and local/unit officers.
Accesses the caller’s needs and when appropriate directs inquires to the CSEA department or
resource most applicable to the callers’ needs.
2. Responds to members’ and nonmembers’ general questions on topics including membership
and its value, voluntary insurance programs, membership status, local/unit assignment and
applicable officer contact information, etc.
3. Verifies and updates the caller’s member Unionware record and seeks to obtain cell phones
and email contact information.
4. Assists with advising and guiding non-members to become a member through conversation.
For example, directing the non-member to the website, emailing a membership application,
initiating a voice authorization of membership, etc.
5. Fulfills the member/non-member requests by requesting a new membership card or a new
member packet, either by sending the request to the appropriate department or fulfilling the
request directly.
6. Documents calls in the data capture software.
7. Alerts Supervisor of any potential trends or patterns of calls.
8. Produces and disseminates letters or other materials in response to member/non-member
phone inquiries. Responds to correspondence /email inquiries related to
membership/benefits.
9. May conduct member outreach via outgoing calls to collect needed information, welcome a
new member or other purpose.
10. Works with Local/Unit Officers to track the status of membership applications.
11. May assist with processing membership applications or other designated forms.
12. Performs other duties as assigned.

MINIMUM QUALIFICATIONS:
High School diploma or equivalency.
AND
Four years of experience in a customer service call center, a call intake line or as a switchboard
operator/receptionist in a high call volume setting or a position involving extensive public contact.
OR
A satisfactory combination of education, customer service related work experience, voluntary
insurance claims administration or member service work experience as determined by CSEA.
Strong customer service skills required. Successfully pass tests administered by the Human Resources
Department. Proficient in computer applications, such as Microsoft Office
Must be able to work under pressure, handle stressful situations effectively and politely and
respectfully engage with members, nonmembers and others on the telephone and via
email/correspondence

NOTE: Candidate must successfully pass testing administered by the Human Resources Department.
Promotion to Member Solutions Specialist Grade 11 is contingent upon two (2) years of satisfactory
performance as a Member Solutions Specialist Grade 10 as determined by the Director. Promotion
to the Grade 12 is contingent upon two (2) years of satisfactory performance as a Member Solutions
Specialist Grade 11 as determined by the Director.