Benefits Specialist

Mothership • Rochester, NY

11d • $20

About The Position

Our client, a Global Financial Services company is seeking a detail oriented Customer Service Representative with a focus on HR Benefits and the first point of contact for participants with inquiries about our client's Human Resource Solutions (HRS) products. This role is key to ensuring a seamless and positive service experience for all participants.

Requirements

• Strong customer service and communication skills, with the ability to resolve issues effectively and empathetically.
• Proficiency in using computer software and systems, including HRIS, Salesforce, Sungard, and ORS.
• Ability to multitask and prioritize calls based on urgency and complexity.
• Detail-oriented mindset with a focus on documenting interactions accurately and thoroughly.
• A proactive approach to follow-up and ensuring participant satisfaction.

Responsibilities

• Serve as the initial point of contact for inbound participant requests and questions regarding HRS products.
• Maintain in-depth knowledge of HRS products and systems to assist both internal and external partners effectively.
• Handle daily participant calls, providing real-time support for questions, technical issues, and product navigation.
• Log and document participant interactions to minimize repeat inquiries and optimize service delivery.
• Offer technical support for participants using automated phone systems and employee websites, including assistance with menu navigation.
• Utilize multiple software platforms (HRIS, Salesforce, Sungard, ORS) to provide accurate and efficient responses to participant needs.
• Prioritize critical or time-sensitive issues for timely resolution while ensuring less urgent matters are addressed appropriately.
• Follow up on unresolved calls to ensure issues are fully resolved, accurate, and compliant with established resolution time frames.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed