Full-Time Benefit Customer Service Representative (Seasonal)

The Role

As a Seasonal Benefit Customer Service Representative, you will help plan participants through the enrollment process and when making updates to their health care and/or pension plans.

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).

Start at $17.00/hr during our paid training program (approximately 1 month) as you complete onboarding. After successful completion of your onboarding training, your pay rate will increase to $18.50/hr.

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.
• Customize customer service approach to meet all types of communication styles and personalities while maintaining professionalism and diplomacy during difficult calls.
• Safeguard 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.
• 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
• Communicate and collaborate with colleagues, supervisors and other staff in a respectful manner

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 and adhering to standards of excellence
• 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 type 30 words a minute
• High School degree required

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