In-Office Benefit Configuration Specialist

Wipro•Atlanta, GA

7d•Onsite

About The Position

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. This role involves managing transactions according to quality standards, fielding help requests via telephone and email, documenting user information and issues, and updating availability in the RAVE system. The specialist will record, track, and document queries, follow standard procedures for resolution, and meet defined SLAs. Accessing and maintaining internal knowledge bases, identifying product details for troubleshooting, and documenting call logs to identify trends are key aspects. The role also includes maintaining self-help documents, escalating serious client issues, and avoiding legal challenges by complying with service agreements. Delivering excellent customer service through effective diagnosis and troubleshooting, assisting clients with product navigation, and maintaining logs and records are essential. The specialist will process and record incoming calls and emails using designated tracking software, offer alternative solutions to retain business, organize ideas, and communicate effectively. Following up with customers for feedback and ensuring contract/SLA compliance are also part of the responsibilities. Building capability for operational excellence and maintaining superior customer service levels are crucial. The role requires undertaking product trainings, enrolling in client-specific trainings, and partnering with team leaders to identify training themes. Updating job knowledge through self-learning and maintaining personal networks is also expected.

Requirements

Mandatory Skills: L&P Policy Acquisition & Servicing
Experience: 1-3 Years

Responsibilities

Support process by managing transactions as per required quality standards
Field all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks