The Role
As a Seasonal Bilingual Benefits Customer Service Representative you will have the rewarding opportunity to help our Spanish and English 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 on each contact. You will spend your day on the phone, with opportunities to assist with chat and message center as you gain additional experience. We provide superior customer service in a work from home environment (following the initial training and onboarding period). In addition to a remote work opportunity (eligibility requirements to work from home must be met), you are eligible for the WTW 401(k) Savings Plan, the Employee Assistance Program (EAP), the Commuter Accounts program and any other benefits required by law.
Start at $17.75/hr during our paid training program (approximately 1 month) as you complete onboarding and become familiar with our systems, services and customer service standards. After successful completion of your onboarding training, your pay rate will increase to $19.25/hr. We value your growth and reward your commitment.
During our busy season you will be expected to work a 40-hour week and overtime when requested. During initial training (and during our off season), your hours may fluctuate between 32 to 40 hours depending on client need.
This is a seasonal role; however we ask our high performers to remain with us to assist on other clients, and offer the top performers a full-time opportunity with Willis Towers Watson.
Key Responsibilities
Quickly build rapport and respond to Spanish speaking 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
Safeguard confidential information (e.g., medical, health, financial, personal, etc.) 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 also 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 English in a professional manner
Regularly participate in team meetings and training
Communicate and collaborate with colleagues, supervisors and other staff in a respectful manner
You will spend the majority of your time assisting customers
Perform other duties as assigned
Required
Excellent Spanish language skills
Move seamlessly between Spanish and English calls and translate calls into grammatically correct English call notes
Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem-solving skills
Ability to work in a structured environment – adhere to posted work schedule and breaks/lunches, following protocols and adhering to standards of excellence
High level attention to detail, multi-tasking, and ability to organize work
Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
Ability to work autonomously in a self-paced, self-motivated team environment
Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat
Ability to understand and follow oral and written instructions
Ability to type 30 words a minute
Experience working in a customer service environment
High School degree required
The following are a plus
Associate or Bachelor’s degree nice to have
Working knowledge of health and welfare and/or defined benefit pension plans
Experience working in a call center environment
The Company
At WTW (NASDAQ: WTW), we provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.
Working shoulder to shoulder with you, we uncover opportunities for sustainable success—and provide perspective that moves you.
Learn more at wtwco.com .
The Business
Our Outsourcing Solutions business provides benefits administration and outsourcing solutions to many of the world’s leading organizations. Our purpose is to help our clients’ employees realize the full potential of their benefits; helping them be happier, healthier and more secure.
Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other colleagues, supervisors, and staff; adhere to standards of excellence; communicate effectively and respectfully with colleagues, supervisors, clients, and participants to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the ability to adhere to company policies, exercise sound judgment, effectively manage stress and work respectfully with others, exhibit trustworthiness and professionalism, and safeguard confidential information of participants (e.g., medical, health, financial, personal, etc.), WTW business operations and the Company’s reputation.
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