Temporary Customer Service Representative - Remote (Multiple Locations)

WTW has an exciting seasonal opportunity for a motivated Customer Service Representative in its Via Benefits business.

This role involves managing customer relationships, working in a high-volume environment, and providing a great customer experience to drive loyalty. Your goal is to be an advocate for our participants and assist them with enrollment questions, applications, general concerns, and questions about their accounts. You will spend approximately 95% of your day in phone conversations exercising patience, kindness, and expertise.

This temporary role is open for remote work, but you must be a current resident of Alabama, Arkansas, Arizona, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Nebraska, Nevada, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Wisconsin, or Wyoming.

You will be placed in one of five specialties:

1. Application Customer Service Representative (ACSR): Use a consultative approach to finalize participant applications and articulate application verbiage to meet legal requirements.
2. Customer Service Representative (CSR): Advocate for participants and assist with enrollment issues, applications, general questions, and facilitating Health Reimbursement Accounts (HRA).
3. Active Funding Representative (AFR): Advocate for actively employed participants, assist with debit card issues, general questions, and facilitate enrolled funding benefit plans (e.g., HSA, FSA, Commuter benefits).
4. Service Operations Administration Resource (SOAR): Provide administrative support to internal teams and participants through tasks supporting enrollments, HRAs, and general issues (outreach, auditing).

Responsibilities include:

• Listening to and assessing client needs.
• Finalizing participant applications.
• Tracking and reporting contact attempts.
• Following compliance regulations.
• Identifying root causes of issues and communicating solutions.
• Empathetically assisting participants over the phone.
• Working effectively in multiple internal systems.
• Showing patience and kindness to de-escalate callers.
• Meeting service levels in a timely and high-quality manner.
• Receiving direction and coaching for performance improvement.

Position Type/Expected Hours of Work: Remote work from eligible states, or in-office options in South Jordan, Utah, Richardson, Texas, and Tempe, Arizona. Schedules are typically 40-hour work weeks (overtime may be required), varying between 8am – 7pm EST (7am – 6pm CST) and including some Saturdays. For AFR, hours are 8am – 8pm EST (7am – 7pm CST) with some Saturdays. Schedules are flexible and vary by business needs.

Requirements:

• Technical proficiency: Managing multiple computer windows, using Microsoft Office, and learning new systems.
• Reading, analyzing, and interpreting documents/correspondence/applications.
• Completing paid intensive training and passing a final test (covers computer systems, Medicare, enrollment, HRAs, compliance, application processes).
• High school diploma or equivalent.
• Proven success in customer service/consultative sales (preferred).
• Ability to work varying shifts/hours/days.
• Work-from-home requirements: Equipment provided! Distraction-free workspace, high-speed internet (minimum upload 10 MB/s, download 100 MB/s), personal smartphone/device for VPN authentication.

What is the last date for applying to the job?

Which countries are accepted for this remote job?