About the position
As a Seasonal Bilingual Benefits Customer Service Representative you will have the rewarding opportunity to help our Spanish and English client members 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). In addition to a remote work opportunity (eligibility requirements to work from home must be met), you are eligible for the WTW 401(k) Savings Plan, the Employee Assistance Program (EAP), the Commuter Accounts program and any other benefits required by law. Starting pay is $17.75/hr with the potential for an increase after one month. 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 client need. 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.
Responsibilities
- Quickly build rapport and respond to Spanish speaking customers 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 member 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 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 English in a professional manner.
- Regularly participate in team meetings and training.
- Communicate and collaborate with colleagues, supervisors and other staff in a respectful manner.
- Perform other duties as assigned.
Requirements
- Excellent Spanish language skills.
- Move seamlessly between Spanish and English calls and translate calls into grammatically correct English call notes.
- 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.
- 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 environment.
- High School degree required.
Nice-to-haves
- Associate or Bachelor’s degree.
- Working knowledge of health and welfare and/or defined benefit pension plans.
- Experience working in a call center environment.
Benefits
- 401(k) Savings Plan
- Employee Assistance Program (EAP)
- Commuter Accounts program
