Benefits Counselor - Outsourcing NA Service Center

The Role

The Benefits Counselor is a customer service representative (CSR) role focused on employee benefits. In this role, you’ll be a primary point of contact for plan participants, helping them understand their benefits, complete enrollments or coverage changes, and get answers to questions about their medical and other employer-provided benefit programs.

You’ll spend your day assisting participants by phone and responding to secure message center messages, taking the time necessary to provide a high level of service with each interaction. This role requires the ability to explain benefits information clearly, adapt to different communication styles, and provide accurate and compassionate customer service.

We provide superior customer service in a hybrid work environment, with three days a week eligible for work from home following the initial training and onboarding period, provided work-from-home eligibility requirements are met. The office for this role is in our Mt. Laurel, New Jersey location.

Generally, you will be expected to work a 40-hour week and overtime when requested.

Key Responsibilities

• Quickly build rapport and respond to plan participants 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 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 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 a professional manner
• Communicate and collaborate with colleagues, supervisors and other staff in a respectful manner
• Regularly participate in team meetings and training
• Perform other duties as assigned

Note that visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Requirements

• 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 
• 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
• 2+ years of experience in employe benefits, human resources, insurance or related fields
• Experience working in a customer service-related field
• Bachelor’s degree required

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $40,000 to $60,000 USD per year.

The role is also eligible for overtime.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off 
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). Certain senior level roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

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.

EOE, including disability/vets

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.