customer service/participant services specialist - Wilson, United States - Wilson-Mcshane
2 weeks ago
Description
** CUSTOMER SERVICE/PARTICIPANT SERVICES SPECIALIST**
**Job Category****:** PARTICIPANT SERVICES **Requisition Number****:** CUSTO01198 Showing 1 location **Job Details**
**Description**
**Employee Benefits**
Employer Paid Family Health, Prescription Drug and Dental Benefits
Life Insurance and AD&D
Dependent Care Reimbursement Account
Paid Holidays and Paid time off
Retirement Income Plan: 401(k) and Roth 401(k)
Flexible Spending Account (FSA)
Voluntary Vision, Accident, Critical Illness and Pet Insurance
Employer Paid Short Term Disability
**Essential Duties and Responsibilities:**
Answers high volume telephone calls from participants and provide explanations and answers related to coverage eligibility and pension benefits.
Answers questions regarding self-payments including COBRA and Retiree self pays.
Reviews required eligibility information including legal documents, enrollment forms, coordination of benefits forms, and benefit applications.
Mails correspondence to Participants.
Provides assistance with incoming and returned mail.
Prepare documents for mailing projects and scanning.
Performs quality review files.
Assists with related special projects as r equired.
**Essential Skills and Qualifications:**
Bilingual in English/Spanish preferred.
A minimum of 1-year related experience and/ or training.
Ability to read and interpret documents such as Summary Plan Description and procedure manuals.
Computer Skills: Proficiency in all aspects of Microsoft Office. Quick learner of other computer applications.
Travel up to 5%.
**Individuals should demonstrate the following competencies:**
Customer Service- Responds promptly to customers needs; Responds to requests for service and assistance; Manages difficult or emotional customer situations.
Oral Communication- Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
Written Communication- Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
Business Acumen- Understands business implications of decisions; Aligns work with strategic goals.
Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibilities for own actions; Follows through on commitments; Team Player
Judgment- Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Quality- Demonstrates accuracy and thoroughness; Pays attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Takes pride in his/her own work.
Quantity- Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Dependability- Follows instructions, responds to management direction; Keeps commitments; Takes responsibility for own actions.
Attendance/Punctuality- Is consistently at work and on time; Ensures work responsibilities are covered when absent.
Adaptability- Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; Ability to prioritize duties. Ability to multi-task.
Planning/Organization- Prioritizes and plans work activities; Uses time efficiently.
**Qualifications**
**Skills**
**Preferred**
**CUSTOMER SERVICE** *Expert* **PLANNING/ORGANIZATION** *Expert* **WRITTEN COMMUNICATION** *Expert* **Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**