Kelly Services Benefits Customer Service Representative in Minneapolis, Minnesota
Job Title: Benefits Customer Service Representative
Location: Bloomington, MN
Duration: 4 month contract, possibly longer depending on performance and work load.
Compensation: $16 Bilingual: $16.50
Training classes: 4/10
Towers Watson is a leading global professional services company that helps organizations improve performance through effective people, financial and risk management. With 14,000 associates around the world, we offer solutions in the areas of employee benefit programs, talent and reward programs, and risk and capital management.
Our Technology and Administration Solutions business provides benefits administration and outsourcing solutions to many of the world’s leading organizations. Our comprehensive, state of the art defined benefit and health welfare outsourcing services and HR service technologies help clients save money and improve service delivery while freeing Human Resources to make strategic contributions to the business. We have been in the business of benefit administration and HR technology for more than 25 years, and support hundreds of clients and nearly six million participants.
Coverage and Eligibility
Provide 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)
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
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
Respond professionally to customer inquiries/complaints received via phone, email or other communication channels
Demonstrate ability to maintain a high level of customer service in a changeable work environment
Participate in team meetings and training
Possess a cooperative and positive attitude towards customers, internal contacts and team members
Perform other duties as assigned
Professional, responsible, eager to learn, articulate
Excellent ability to communicate effectively 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
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)
Why Kelly ® ?
Services ® , we work with the best. Our clients include 95 of the Fortune
100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to access
the best talent to drive their business forward. If you only make one career connection today, connect
AboutKelly Services ®
As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people
around the world and have a role in connecting thousands more with work through our global network of
talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,
Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is
committed to employing a diverse workforce. Equal Employment Opportunity
is The Law.