The Benefit Customer Service Representative provides customer service support for client pension and/or health and welfare plans using web-based systems for tracking, information gathering and troubleshooting issues.
Provide a high level of customer service support when handling customers questions/complaints in respect to defined benefit pension and/or health and welfare plans.
Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)
Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
Proficiently translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
Read and understand clients plan documents, amendments or online knowledge base tools, etc. Collect relevant information, determine immediate requests/questions and also anticipate the future needs of the member
Maintain and document complete and accurate call and case notes
Respond professionally to customer inquiries/complaints received via phone, email or other communication channels
When they have questions about their benefits, welfare or pension plans they are being directed to call a number for more information which you will be the point of contact :
On average they are taking 30-50 calls a day and the calls will last anywhere from 5-10 minutes.
Examples of a call would be:
I would like to change my health and benefits and need assistance
I recently moved and need to change my address and/or banking information
I am online trying to switch my pension plan, but am having difficulty understanding what it all means and how to do it
I am a new employee looking to set up my benefits and need more information on how to sign up and which plans are offered to me
They are translating health, welfare and pension terms and very complex plan information. Because of this, the customer representatives needs to be able to be quick thinkers, problem solvers and able to effectively communicate
Principals only. Recruiters, please don't contact this job poster.
do NOT contact us with unsolicited services or offers