King of Prussia, PA | Contract
Hiring temp to direct for many Employee Advocates to start in a training class on August 6th at $14/hr. Hours: Start times vary from 8am – 11am until 4pm - 8pm
Join the world's leading global insurance broker and risk management advisor, Be a part of an amazing team offering advanced consultation, brokerage, administration, and risk management services utilizing technology and proven workflows to bring the greatest efficiencies.
As a team member of the Call Center, the Employee Advocate (EA) is responsible for the direct communications with our clients' employee population. The EA works in partnership with other members of the Benefits Administration team to ensure that client expectations are met in the area of verbal and written responses and customer support. Specifically, the EA provides support to our clients' employees through inbound and outbound calls, composing and responding to email, and returning voicemail. In addition, the EA provides support through projects for the Benefits Administration teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responsible for answering inbound/outbound calls related to Health & Welfare approximately 85% of the work day;
Follow-up on calls that need additional assistance or have been escalated to Tier 2 or 3;
Using available resources, research and identify required information to resolve customer inquiries;
Identify and escalate issues that may affect the quality of service, cause technical challenges or place clients commitments at risk;
Partner with internal team to ensure that requests are handled appropriately and in a timely manner;
Route calls to the appropriate carriers as required;
Use solid judgment, escalate issues as needed;
Recognize, document and communicate reoccurring problems and/or trends, as appropriate;
Participate in all on-going events and training sessions organized by the training department such as meetings, mentoring, peer feedback and more.
Participate in reviews of processes and procedures creating efficiencies and best practices;
Perform other duties assigned.
REQUIRED EDUCATION AND EXPERIENCE:
High school diploma or GED equivalency is required, college degree preferred;
Minimum of 1 year demonstrated experience within a customer service or call center capacity;
Related exposure to employee benefit plans is ideal;
Experience within a third party administration, benefits brokerage, health and welfare consulting, health care, or insurance related industry is highly preferred;
Proficiency in the Microsoft Office Suite, including Word, Excel and Outlook is required.
KNOWLEDGE, SKILLS AND ABILITIES
Strong organizational, analytical skills and strong attention to detail;
Excellent troubleshooting, decision making and problem solving skills;
Solid interpersonal, verbal and written communication skills;
Ability to work well independently and as a team member;
Ability to multitask and successfully operate in a fast-paced work environment;
Ability to prioritize projects and meet deadlines;
Ability to follow through on and successfully execute tasks while adhering to specified quality standards;
Demonstrated ability to provide superior customer service and maintain positive relationships with client contacts;
Proficiency in Microsoft Office Suite, including MS Word and Excel;
Proficiency in use of PC such as keyboard skills and electronic folder/file organization and management;
Aptitude for learning internal systems, applications and internal work flow of the department;
Must be able to effectively interact with people at all levels inside and outside of the company.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is:
Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms;
Occasionally required to stand and walk;
Extensive use of computer and keyboard and viewing of computer screen is required;
Specific vision abilities required by this job include vision, and ability to adjust focus.
Other working conditions are normal for an office environment.