Seasonal Benefit Customer Service Representative

1 week ago

Jersey City, New Jersey, United States Willis Towers Watson Full time
About the Role

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 customer service team, you will play a vital role in providing exceptional service to our clients' employees, helping them navigate the enrollment process and make updates to their health care and/or pension plans.

Key Responsibilities
  • Build Rapport and Respond to Plan Participants

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.

Customize Customer Service Approach

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

Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements.

Translate Complex Plan Information

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 Plan Documents

Read and understand clients 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.

Maintain and Document Call and Case Notes

Maintain and document complete and accurate call and case notes in a professional manner.

Participate in Team Meetings and Training

Regularly participate in team meetings and training.

Qualifications
  • Excellent Communication Skills

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.

Analytical and Problem-Solving Skills

Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem-solving skills.

Attention to Detail and Multi-Tasking

High level attention to detail, multi-tasking, and ability to organize work.

Experience with Microsoft Office

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

Ability to work autonomously in a self-paced, self-motivated team environment.

Typing Speed

Ability to type 30 words a minute.

Customer Service Experience

Experience working in a customer service related field.

Education

High School degree required.

Preferred Qualifications
  • Associate or Bachelor's Degree

Associate or Bachelors degree nice to have.

Working Knowledge of Health and Welfare Plans

Working knowledge of health and welfare and/or defined benefit pension plans.

Call Center Experience

Experience working in a call center environment.

Spanish Language Skills

Ability to read, write and speak Spanish.

About Willis Towers Watson

At Willis Towers Watson, we provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.

We are an equal-opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive environment that values diversity and promotes equal opportunities for all.

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