Application Customer Service Representative

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, Michigan, Mississippi, Missouri, Nebraska, Nevada, New Mexico, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Wisconsin, or Wyoming to be considered for this role.  

 When you apply for the Customer Service Representative role, you will be placed in one of four specialties: Application Customer Service Representative (ACSR), Pre-Enrollment Specialist (PES), Customer Service Representative (CSR), or Operations Admin (Ops.Admin). 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. 

Pre-Enrollment Specialist (PES) 

• Your goal as a PES is to be a resource for our participants who are preparing to enroll, including verifying/updating profile information, helping participants navigate our website, and explaining the basics of Medicare coverage.  

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). 

Operations Admin (Ops.Admin) 

• Your goal as an Ops.Admin representative is to advocate for our participants through task assignments requested by internal teams supporting enrollments, Health Reimbursement Accounts (HRA), and general issues, including outreach and administrative 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 8 am – 7 pm EST (7 am – 6 pm 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 of 5 MB/s, preferred upload speed of 25 MB/s and a minimum download speed of 25 MB/s, preferred download speed of 50 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).