Benefits Customer Service Representative - Non-Bilingual

Minneapolis, Minnesota, United States
Benefit Customer Service Representative

Salary $18.00USD/Hr

The Role

As a Benefit Customer Service Representative you will have the rewarding opportunity to help our client plan participants 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).  Eligibility requirements to work from home must be met.  
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 the needs of the client or clients you are assigned to support. 
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.  All of our supervisors and many of our managers started out as seasonal colleagues – will you be one?
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
Handle confidential information 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 a professional manner
Regularly participate in team meetings and training
Perform other duties as assigned 

The Requirements

About YOU:
You are excited to learn new things, have strong computer skills, and are self-motivated to always improve while coming to work every day on-time.  You have patience, and the ability to listen and recognize the needs of our client members.  You have strong written commination skills, both written and verbal, and are dedicated to well written client notes and instant message communications without the use of slang or emoji’s. You overcome objections with knowledge, patience, and understanding, and enjoy meeting new people by phone, email, and instant message. You’re comfortable in a remote working environment where the majority of your interactions with peers, supervisors, and managers is virtual. You’re excited at the opportunity to start a career with a top-notch global company!



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
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 related field
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
Ability to read, write and speak Spanish

The Company 

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 45,000 employees serving more than 140 countries and territories. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at
The Business 
Our Benefit 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.