Temporary Benefit Customer Service Representative - Seasonal Colleague

The Role As a Seasonal Benefit Customer Service Representative, you will have the rewarding opportunity to help our client plan participants through the enrollment process and when making updates to their health care and/or pension plans. We allow you the freedom to take the time necessary to provide the highest level of service on each contact. 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). In addition to a remote work opportunity, you are eligible for the WTW 401(k) Savings Plan, the Employee Assistance Program (EAP), the Commuter Accounts program and any other benefits required by law. Start at $17.00/hr during our paid training program (approximately 1 month) as you complete onboarding and become familiar with our systems, services and customer service standards. After successful completion of your onboarding training, your pay rate will increase to $18.50/hr. We value your growth and reward your commitment. During our busy season you will be expected to work a 40-hour week and overtime when requested. During initial training (and during our off season), your hours may fluctuate between 32 to 40 hours depending on client need. 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
• Safeguard confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws
• Translate health and welfare and pension terms into simple explanations
• Read and understand client’s plan documents and online knowledgebase tools
• Demonstrate knowledge, understanding and compliance with company and client procedures
• Maintain and document complete and accurate call and case notes
• Communicate and collaborate with colleagues, supervisors and other staff
• Regularly participate in team meetings and training
• Perform other duties as assigned

• The Requirements
• Excellent ability to communicate effectively using the English language
• Ability to quickly assess member concerns and formulate a response/resolution
• Ability to work in a structured environment
• High level attention to detail, multi-tasking, and ability to organize work
• Experience using Microsoft Office
• Ability to work autonomously in a self-paced, self-motivated team environment
• Must be comfortable working in a virtual environment
• Ability to understand and follow oral and written instructions
• Ability to type 30 words a minute
• High School degree required

The following are a plus

• Associate or Bachelor’s degree nice to have
• Working knowledge of health and welfare and/or defined benefit pension plans
• Experience working in a call center environment
• Ability to read, write and speak Spanish

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