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Seasonal Benefit Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused Seasonal Benefit Customer Service Representative to join our team at Willis Towers Watson. As a key member of our Benefits Administration team, you will play a critical role in delivering exceptional customer service to our clients' employees.
Key Responsibilities- Customer Service Expertise: Provide compassionate and responsive service to plan participants, exceeding expectations and consistently meeting commitments.
- Communication Skills: Customize your customer service approach to meet diverse communication styles and personalities, maintaining professionalism and diplomacy during challenging interactions.
- Confidentiality and Discretion: Handle sensitive information with care, adhering to HIPAA and Data Privacy laws, as well as company data security requirements.
- Plan Information and Translation: Translate complex plan information and processes into clear, concise explanations that customers can understand and act upon.
- Knowledge and Compliance: Demonstrate expertise in company and client procedures, providing accurate and timely information to customers.
- Documentation and Record-Keeping: Maintain complete and accurate call and case notes in a professional manner.
- Team Collaboration: Regularly participate in team meetings and training to stay up-to-date on industry developments and best practices.
- Excellent Communication Skills: Possess excellent verbal and written communication skills in English, with the ability to communicate effectively in a customer service setting.
- Analytical and Problem-Solving Skills: Quickly assess member concerns and formulate responses/resolutions using analytical and problem-solving skills.
- Attention to Detail and Organization: Maintain high levels of attention to detail, multi-tasking, and organization in a fast-paced environment.
- Technical Skills: Proficient in Microsoft Office, with the ability to juggle multiple open computer windows while on the phone or instant messaging.
- Autonomy and Self-Motivation: Work independently in a self-paced, self-motivated team environment, with the ability to work comfortably in a virtual setting.
- Education and Experience: High school degree required, with experience working in a customer service-related field preferred.
- Associate or Bachelor's Degree: Nice to have, but not required.
- Working Knowledge of Health and Welfare Plans: Familiarity with health and welfare plans, as well as defined benefit pension plans, is a plus.
- Call Center Experience: Experience working in a call center environment is highly valued.
- Language Skills: Ability to read, write, and speak Spanish is a plus.
At Willis Towers Watson, we provide data-driven, insight-led solutions in the areas of people, risk, and capital. We help our clients sharpen their strategy, enhance organizational resilience, motivate their workforce, and maximize performance. Our purpose is to help our clients' employees realize the full potential of their benefits, leading to happier, healthier, and more secure lives.
