Benefit Customer Service Representative (Onsite, Night Shift) at Willis Limited, trading as Willis Towers Watson plc

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Rapport Building, Communication, Webchat Assistance, Email Correspondence, HIPAA Compliance, Data Privacy, Problem Solving, Attention To Detail, Multitasking, Computer Skills, Time Management, Professionalism, Diplomacy, Teamwork, Autonomy

Industry

Financial Services

Description

The Role As a Benefit Customer Service Representative, you will have the rewarding opportunity to help our client members 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. You will start out on one client, and with dedication to our clients and WTW, you will be cross trained to provide assistance on multiple clients. You will spend your day either on the phone or providing assistance through webchat conversations and email. We provide superior service center environment in professional buildings where you will be recognized for your dedication. The role will be onsite, in our Manila office. Key Responsibilities: * Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email, and instant message * Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls * Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements * Skillfully 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 and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and to anticipate the future needs of the member * Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information * Maintain and document complete and accurate call and case notes in a professional manner * Regularly participate in team meetings and training * You will spend much of your time assisting customers * Perform other duties as assigned

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Responsibilities

The representative will assist client members with health care and/or pension plan enrollment and updates primarily through phone, webchat, and email interactions. Key duties involve quickly building rapport, responding accurately and timely, and skillfully translating complex plan information into understandable terms for members.