Listen, assess, and understand client needs and questions using a consultative approach
Finalize the participant's application through a structured process
Accurately track and report outbound contact attempts and identify possible trends
Follow all compliance regulations for service and application inquiries
Identify the root cause of issues and effectively communicate solutions to participants
Effectively and empathetically assists participants over the phone
Works effectively in multiple internal systems to solve problems
Show patience and kindness to deescalate concerned callers
Ensure internal and external service levels are met in a timely and high-quality manner
Receive direction and coaching to improve performance
Other duties as assigned
Qualifications
The Requirements
At least 2 years of Customer Service experience
Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way
Technical proficiency: the ability to manage multiple open computer windows, use Microsoft Office, and learn new computer systems.
Ability to read, analyze, and interpret documents and detailed correspondence, procedure manuals, and applications.
Must be able to complete a paid intensive training program and pass a final test; training covers computer systems, Medicare, enrollment, fundamentals of a Health Reimbursement Account (HRA), compliance regulations, and application processes
High school diploma or equivalent required
Ability to work varying shifts/hours/days
Proven success in customer service and/or consultative sales environment preferred
Occasional overtime may be needed
Other duties as assigned
WTW is an Equal Opportunity Employer
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