Benefits Customer Service Representatives- Pension
Kelly Services is currently recruiting for multiple Benefits Customer Service Representatives for our client, a leading global advisory, broking and solutions company, at their location in Woodbridge, CT.
This assignment starts on July 14, 2020 and pays $16.25 per hour, and $16.75 for those bilingual in Spanish.
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).
• Respond professionally to customer inquiries/complaints received via phone, email or other communication channels.
• Demonstrate flexibility to customize customer service approach to meet all types of member communication styles and personalities.
• 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 client’s plan documents, amendments or online knowledgebase tools, etc.
• Collect relevant information, determine immediate requests/questions and also anticipate the future needs of the member.
• Maintain diplomacy and tact while dealing with upset or escalated callers.
• Maintain and document complete and accurate call and case notes.
• Participate in team meetings and training.
• Possess a cooperative and positive attitude towards customers, internal contacts and team members.
• Perform other duties as assigned.
Skills and Qualifications:
• Minimum 1-2 years’ experience in a customer service setting. 2-3+ years is preferred. Pension customer experience preferred.
• High School Diploma or equivalent required. Associate or Bachelor’s degree preferred.
• Proficiency in the use of Microsoft Office programs (specifically Outlook, Excel and Word).
• Strong computer skills with the ability to navigate multiple software applications.
• Ability to type 30-40 WPM.
• Working knowledge of health and welfare and/or defined benefit pension plans a plus.
• Fluent in Spanish a plus.
• 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.
• Ability to work in a multi-tasked environment and prioritize and organize work.
• High level attention to detail.
• Ability to work in a team environment.
• Ability to understand and follow oral and written instructions.
• Must have excellent attendance and be punctual to work.
Terms of Assignment:
• Contract assignment with the possibility of long-term hire.
• Schedule: 32 – 40 hours/week with some overtime requested. Must be available between 9:00am and 6:00pm.
• Pay Rate: $16.25/hour, and $16.75/hour for those fluent in Spanish.
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