Bilingual Benefits Customer Service Representative – Seasonal Colleague

The Role 

As a Seasonal Bilingual Benefits Customer Service Representative you will have the rewarding opportunity to help our Spanish and English client members through the enrollment process, and when making updates to their health care and/or pension plans.  We allow you the freedom to take the time necessary to provide the highest level of service on each contact.  You will spend your day on the phone, with opportunities to assist with chat and message center as you gain additional experience. We provide superior customer service in a work from home environment (following the initial training and onboarding period).  In addition to a remote work opportunity (eligibility requirements to work from home must be met), you are eligible for the WTW 401(k) Savings Plan, the Employee Assistance Program (EAP), the Commuter Accounts program and any other benefits required by law. 

During our busy season you will be expected to work a 40-hour week and overtime when requested.  During initial training (and during our off season), your hours may fluctuate between 32 to 40 hours depending on client need.  

This is a seasonal role; however we ask our high performers to remain with us to assist on other clients, and offer the top performers a full-time opportunity with Willis Towers Watson.   

Key Responsibilities 

• Quickly build rapport and respond to Spanish speaking customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message 

• Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls 

• Safeguard confidential information (e.g., medical, health, financial, personal, etc.) with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements 

• Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon 

• Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/quest