Company Description
WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at wtwco.com.
Job Description
WTW has an exciting seasonal opportunity for a motivated Customer Service Representative in its Via Benefits business. This role involves managing customer relationships, working in a high-volume environment, and providing a great customer experience to drive loyalty. Your goal as a Customer Service Representative is to be an advocate for our participants and assist them with enrollment questions, applications, general concerns and questions about their accounts. You will spend approximately 95% of your day in phone conversations exercising patience, kindness, and expertise.
Although this temporary role is open for remote work, you must be a current resident of Alabama, Arkansas, Arizona, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, Nebraska, Nevada, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, or Wyoming to be considered for this role.
Customer Service Representatives will start at $16.50/hr. and will be eligible for OT when required during peak season. In addition to a remote work opportunity (eligibility requirements to work from home must be met), you are eligible for the WTW 401(k) Savings Plan, the Employee Assistance Program (EAP), the Commuter Accounts program and any other benefits required by law.
When you apply for the Customer Service Representative role, you will be placed in one of four specialties: Application Customer Service Representative (ACSR), Customer Service Representative (CSR), Active Funding Representative (AFR), or Service Operations Administration Resource (SOAR). Additional details are below:
Application Customer Service Representative (ACSR)
- Your goal as an ACSR is to use a consultative approach to finalize the participants' application in a structured process and clearly articulate application verbiage to meet legal requirements.
Customer Service Representative (CSR)
- Your goal as a CSR is to be an advocate for our participants and assist them with enrollment issues, applications, general questions and concerns, and facilitating their Health Reimbursement Accounts (HRA).
Active Funding Representative (AFR)
- Your goal as an AFR is to be an advocate for our actively employed participants and assist them with debit card issues, general questions, and concerns, and facilitate their enrolled funding benefit plans, including Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Commuter and other available benefits.
Service Operations Administration Resource (SOAR)
- Your goal as a SOAR representative is to provide administrative support to our internal teams and our participants through task assignments supporting enrollments, Health Reimbursement Accounts (HRA), and general issues, including outreach and auditing responsibilities.
All specialties have common responsibilities and requirements.
Responsibilities
- Listen, assess, and understand client needs and questions using a consultative approach
- Finalize the participant's application through a structured process
- Accurately track and report outbound contact attempts and identify possible trends
- Follow all compliance regulations for service and application inquiries
- Identify the root cause of issues and effectively communicate solutions to participants
- Effectively and empathetically assists participants over the phone
- Works effectively in multiple internal systems to solve problems
- Show patience and kindness to deescalate concerned callers
- Ensure internal and external service levels are met in a timely and high-quality manner
- Receive direction and coaching to improve performance
- Other duties as assigned
Position Type/Expected Hours of Work
- This position can be performed remotely from any of the states listed above; or the option to work in-office is available in South Jordan, Utah, Richardson, Texas, and Tempe, Arizona.
- Schedules are typically 40-hour work weeks (overtime may be required during peak season); and will vary based on business needs between the hours of 8am – 7 pm EST (7am – 6pm CST), including some Saturdays. For the AFR role, the business hours are 8am - 8pm EST (7am – 7pm CST), including some Saturdays. While we try our best to accommodate specific requests, we cannot guarantee specific schedules.
Qualifications
The Requirements
- Technical proficiency: the ability to manage multiple open computer windows, use Microsoft Office, and learn new computer systems.
- Ability to read, analyze, and interpret documents and detailed correspondence, procedure manuals, and applications.
- Must be able to complete a paid intensive training program and pass a final test; training covers computer systems, Medicare, enrollment, fundamentals of a Health Reimbursement Account (HRA), compliance regulations, and application processes
- High school diploma or equivalent required
- Ability to work varying shifts/hours/days
- Proven success in customer service and/or consultative sales environment preferred
- Mandatory overtime may be required
- Other duties as assigned
Work-from-home requirements: Equipment provided!
- Distraction-Free Environment - All applicants will be required to have a separate confidential and distraction-free workspace so you can focus on delivering excellent customer service to our participants
- Internet - The applicant will secure and be responsible for paying their own internet expenses including a minimum upload speed 10 MB/s, and a minimum download speed 100 MB/s
- You will be required to have a personal smart phone or other device able to authenticate to a Virtual Private Network (available via application download).
Additional Information
The Company
WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at wtwco.com.
Fair Chance Act
Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.
Minimum Posting Timeframe
This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.
WTW is an equal-opportunity employer
WTW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. Personal information provided in connection with this opportunity is subject to WTW's Applicant Privacy Notice.
Your information will be kept confidential according to EEO guidelines.
