Benefits Specialist

  • Aerotek
  • Tempe, AZ, USA
  • Oct 07, 2019
Full time Other

Job Description

Job Title: Benefit Customer Service Representative Placement Type: Contract to Hire Start Date: 10/15/2019 or 10/22/2019 Worksite Location: Tempe, AZ 85281 Pay Rate: $15.00/hr ($15.50 for Bilingual English/Spanish Candidates) Hours: 40 hours a week (Monday-Friday 6am-7pm) Job Description: · The Benefit Customer Service Representative provides customer service support for client pension and/or health and welfare plans using web-based systems for tracking, information gathering and troubleshooting issues · 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 Work Environment: · Call center environment - very spacious cubicles and work space - also very quiet on the floor - Brand new call center renovated in 2016! Opened up call center in Tempe in July 2016. Very bright, lots of windows, break rooms with food you can buy in cafeteria Qualifications: · 1 year customer service experience (any industry - if in the medical/benefits, that would be ideal - but not required) · Customer Service via phone is highly preferred but customer service via face to face (i.e. retail) will also be considered · Entry level candidates that have a BA/BS degree + internship, summer position, and/or work study. Require some type of work experience · Collections background HAS NOT been successful for them (disqualifier) · Ability to type 30+ wpm