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 employment-related COVID-19 vaccination mandates from time to time in certain jurisdictions that may require certifying and providing documentation of vaccination against COVID-19 to work in a WTW office.

EOE, including disability/vets

Job

BDA

Primary Location

United States-Pennsylvania-Pittsburgh

Schedule

Full-time