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Healthcare Benefits Support Specialist

2 months ago

Tempe, Arizona, United States WTW inc. Full time
Company Overview

WTW is a leading global consultancy, insurance, and solutions provider committed to assisting clients in navigating risks and transforming them into opportunities for growth. With a legacy that dates back to 1828, WTW employs 40,000 professionals across more than 140 countries. Our expertise is centered on developing and delivering solutions that reduce risks, enhance benefits, cultivate talent, and strengthen the protective capabilities of capital for both organizations and individuals. By understanding and leveraging the vital relationship between talent, assets, and innovation, we drive business success. Together, we unlock potential. Learn more at

Position Overview

Compensation: $17.00 / $35,360 annually

Role Summary

As a Seasonal Benefit Customer Service Representative, you will be instrumental in assisting our client's plan participants during the enrollment phase and while they make modifications to their healthcare and/or retirement plans. This position allows you to provide exceptional service by dedicating ample time to each interaction. You will engage in phone conversations and explore opportunities to assist through chat and messaging platforms as you enhance your skills. This role operates within a remote work framework (post-initial training and onboarding), and you will have the opportunity to participate in the WTW 401(k) Savings Plan.

During peak periods, a commitment to a 40-hour workweek is anticipated, with overtime as necessary. Your working hours may fluctuate between 32 and 40 hours during initial training and off-peak times based on client needs. Although this is a seasonal position, our top performers are encouraged to continue supporting other clients, with outstanding performers being considered for full-time roles at WTW.

Key Responsibilities
  • Quickly establish rapport and address plan participants' inquiries with empathy, consistently striving to exceed expectations by providing timely and accurate responses via phone, email, and instant messaging.
  • Adjust customer service techniques to accommodate various communication styles and personalities while maintaining professionalism and tact during challenging interactions.
  • Handle sensitive information with discretion in accordance with HIPAA and data privacy regulations as well as company data security protocols.
  • Effectively simplify complex health, welfare, and pension terminology, intricate plan details, and processes into clear instructions for customers to understand and act upon.
  • Familiarize yourself with clients' plan documents and online resources to gather relevant information for addressing immediate inquiries and anticipating members' future needs.
  • Demonstrate understanding, compliance, and adherence to company and client procedures and guidelines while providing accurate and relevant information.
  • Maintain detailed and professional records of calls and cases consistently.
  • Actively participate in team meetings and training sessions regularly.
  • Perform additional duties as assigned.
Qualifications

Essential Requirements
  • Proven proficiency in verbal and written communication in English within a customer service context, ensuring grammatical accuracy.
  • Ability to swiftly analyze member concerns and develop solutions using analytical and problem-solving skills.
  • Adherence to a structured environment that involves compliance with designated work schedules, breaks, and protocols.
  • Strong attention to detail, effective multitasking abilities, and organizational skills.
  • Proficiency in Microsoft Office, managing multiple open computer windows effectively during phone conversations and instant messaging.
  • Ability to work independently in a self-paced and self-motivated team environment.
  • Comfort with virtual work settings, including online training and communication with Managers/Supervisors via chat.
  • Capability to comprehend and follow oral and written instructions.
  • Minimum typing speed of 30 words per minute.
  • Experience in a customer service-oriented role.
  • High School diploma or equivalent qualification.
Desirable Attributes
  • Associate or Bachelor's degree is a plus.
  • Familiarity with health, welfare, and/or defined benefit pension plans.
  • Experience in a call center environment.
  • Proficiency in Spanish (reading, writing, speaking) is advantageous.
Additional Information

About WTW

At WTW (NASDAQ: WTW), we provide data-informed, insight-driven solutions in the areas of people, risk, and capital. Utilizing the broad perspective and local expertise of our staff serving 140 countries and markets, we are well-positioned to refine your strategies, enhance organizational resilience, inspire your workforce, and optimize performance. By collaborating closely with you, we uncover pathways for sustainable success and offer insights that propel you forward.

Our Business Focus

Our Outsourcing Solutions division offers benefits administration and outsourcing services to a wide array of esteemed organizations globally. Our mission is to empower our clients' employees to maximize their benefit potentials, fostering happiness, health, and security.

Commitment to Equality

WTW is dedicated to maintaining an environment of equality in employment practices. All qualified candidates will be considered for opportunities without regard to race, color, religion, gender, sexual orientation, nationality, veteran status, or disabilities. Personal data shared in connection with this opportunity is governed by WTW's Applicant Privacy Notice.