call center rep (Dallas, PA)

call center rep

Job Title Call Center Representative I - (Temp) (Norwood) Duration 6 Months Job Description Mercer is a global consulting leader in talent health retirement and investments. Mercer helps clients around the world advance the health wealth and performance of their most vital asset their people. Mercer s 20 000 employees are based in more than 40 countries. If you thrive on challenge are passionate about ideas love solving problems and truly enjoy connecting with people we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is a wholly owned subsidiary of Client & McLennan Companies (NYSE MMC) a global team of professional services companies offering clients advice and solutions in the areas of risk strategy and human capital. The Participant Services Representative will provide a socially responsible service to Mercer s participant base. Representatives will display knowledge of more than one line of business and will answer incoming inquiries from our client s employees regarding defined contribution retirement plans defined benefit retirement plans health and welfare benefit plans and other human resource related services. They will be proficient in their ability to communicate with impact apply critical thinking and show a strong desire to drive for results while working independently in a fast paced team-oriented environment. Representatives will also perform outbound calls to provide timely follow up on outstanding issues work on various administrative projects serve as a role model to less tenured colleagues and continuously strive to improve. To fulfill this role the Participant Services Representative will Answer approximately 50 incoming calls per day from plan participants and provide accurate answers regarding defined contribution retirement plans defined benefit retirement plans health and welfare benefit plans and other human resource related services. These inquiries are handled by communicating in a clear concise and confident manner in order to provide an excellent customer service experience in a fast paced work environment. Ensure that all transactions are submitted in a timely and accurate manner. Resolve all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary. Act as a successful team member by being receptive to feedback coaching follow all standard operating procedures display reliability and have a willingness to develop and consistently improve. Qualifications 4 year college degree preferred 1-2 years customer service experience in a benefits outsourcing call center Excellent communication skills (both verbal and written) ability to research follow up and resolve sensitive issues proficient in working with web based applications and Microsoft Office keyboarding (greater than 40 wpm) proficiency with all proprietary internal systems fluency in Spanish is a plus HIPAA certification required upon hire Work shift are 8am-5pm 9am-6pm and 12 00pm-9pm Monday -Friday Must be able to work flexible hours