Benefits Administrator

Benefits Customer Service Representative, Minneapolis Minnesota
Kelly Services is currently seeking a Benefits Customer Service Representative, for one of our top clients in Minneapolis Minnesota.

Start Date: 10/03/2017 to 02/02/2018

Type: Contract

Hours per week: 40

Description

The Company is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth.

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The Business

Our Technology and Administration 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.

Our Mission is to deliver the highest quality work in the industry, providing an engaging and fulfilling environment for our colleagues, while managing significant and profitable growth.

Position Overview: Provide customer service support for client pension and/or health and welfare plans using web-based systems for tracking, information gathering and troubleshooting issues.

Responsibilities:

Provide a high level of customer service support when handling customer s 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

Qualifications:

Excellent ability to communicate effectively using the English language 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

Working knowledge of health and welfare and/or defined benefit pension plans a plus

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)

Ability to type 30-40 WPM

Ability to work in a team environment

Ability to work in a multi-tasked environment and prioritize and organize work

Ability to understand and follow oral and written instructions

Ability to work a flexible work schedule (30 40 hours/week with some overtime requested; variety of schedule start and end times)

Must have excellent attendance and be punctual to work

Fluent in Spanish a plus

Associate or Bachelor s degree preferred

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