The Role

Supports the delivery of the agreed upon service to the client(s). Provides call center/customer service support. Predominately inbound customer service calls (though may entail outbound calls for follow-up). Responsible for upholding the Service Level Agreements (SLAs) and achieving a high level of client satisfaction. Work closely with the Client Relationship Managers or Operational Managers to resolve issues and identify opportunities for increasing the value of the service to the client(s).

Tasks

• Perform customer service support and meet clients' day-to-day administrative needs with respect to health and welfare and/or defined benefit pension plans
• Respond professionally to customer inquiries/complaints received via phone or e-mail and ensure that appropriate action is taken, including follow up
• Research participant questions and plan issues
• Maintain complete and accurate case notes
• Work closely with other customer service representatives and client representatives
• Complete special projects as needed
• Communicate on a proactive basis
• Participate in team meetings and training
• Read and understand the client's plan documents, amendments, etc.
• Follow procedures and guidelines
• Able to comfortably question the customer in an encouraging manner so as to affect a positive relationship and establish a comfort level to gain the customer's confidence
• Possess the ability to analyze and solve problems in a changeable work environment
• Possess a cooperative and positive attitude towards customers and team members

The Requirements

• Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills
• Ability to quickly assess current state issues and formulate a response/resolution using analytical and problem-solving skills
• High level attention to detail
• Strong computer skills with the ability to navigate multiple software applications
• Working knowledge of health and welfare and/or defined benefit pension plans a plus
• Minimum 1-2 years' experience in a customer service setting, at least 2-3 years is preferred
• Proficiency in the use of Microsoft Office programs (specifically Outlook, Excel and Word)
• Ability to type 35-40 WPM
• Ability to work in a team environment
• Ability to work in a multi-tasked environment and prioritize and organize work
• Ability to understand and follow oral and written instructions
• Ability to work a flexible work schedule (30 - 40 hours/week with some overtime requested; variety of schedule start and end times)
• Must have excellent attendance and be punctual to work
• Fluent in Spanish a plus
• Bachelor's degree preferred

WTW may be subject to mandatory employment-related COVID-19 vaccination requirements. Therefore, to the extent any such mandates apply, you may be required to certify and provide documentation of full vaccination against COVID-19 if you are hired in the U.S. If you accept an offer from WTW and are subject to a mandate but are unable or unwilling to be vaccinated because of medical reasons or sincerely - held religious beliefs, you may request a medical or religious accommodation. If you require an accommodation, the Company will evaluate your request and work with you to identify reasonable alternatives to vaccination, if available.

EOE, including disability/vets