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Seasonal Benefit Customer Service Representative

2 months ago

Brick, 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 team, you will play a vital role in providing exceptional customer service to our clients and their employees.

Key Responsibilities
  • Customer Service Expertise: Provide compassionate and respectful service to plan participants, exceeding their expectations through timely and accurate responses.
  • 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 and concise explanations, enabling customers to understand and act upon their benefits.
  • Knowledge and Compliance: Demonstrate a strong understanding of company and client procedures, providing accurate and relevant 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 sessions to enhance your skills and knowledge.
Requirements
  • 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 or resolutions using analytical and problem-solving skills.
  • Attention to Detail and Organization: Demonstrate high-level attention to detail, multi-tasking, and organizational skills to manage multiple open computer windows and answer customer inquiries.
  • Technical Skills: Proficient in using 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 understand and follow oral and written instructions.
  • Typing Speed: Type at least 30 words per minute.
  • Customer Service Experience: Possess experience working in a customer service-related field, with a high school degree required.
Preferred Qualifications
  • Associate or Bachelor's Degree: Possess an associate or bachelor's degree, which is a plus.
  • Health and Welfare Knowledge: Have working knowledge of health and welfare and/or defined benefit pension plans.
  • Call Center Experience: Possess experience working in a call center environment.
  • Language Skills: Be able to read, write, and speak Spanish.