Benefit Customer Service Representative – Seasonal Colleague

Candidates with WTW experience are preferred.

The Role

As a Seasonal Benefit Customer Service Representative you will have the rewarding opportunity to help our client plan participants 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).  Eligibility requirements to work from home must be met.  

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 plan participants 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 communication styles and personalities while maintaining professionalism and diplomacy during difficult calls
• Handle confidential information 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/questions and also to anticipate the future needs of the member
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes in a professional manner
• Regularly participate in team meetings and training
• Perform other duties as assigned 

The Requirements

• Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way 
• Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills
• Ability to work in a structured environment  – adhere to posted work schedule and breaks/lunches, following protocols
• High level attention to detail, multi-tasking, and ability to organize work
• Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
• Ability to work autonomously in a self-paced, self-motivated team environment 
• Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat
• Ability to understand and follow oral and written instructions
• Ability to type 30 words a minute
• Experience working in a customer service related field
• High School degree required

The following are a plus

• Associate or Bachelor’s degree nice to have
• Working knowledge of health and welfare and/or defined benefit pension plans
• Experience working in a call center environment
• Ability to read, write and speak Spanish

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified. 

 

Compensation

The hourly rate being offered for this role is $18.00 USD.