The Human Resources Department is looking for a contract Benefits Customer Care Representative to join the team. In this role, the incumbent will have primary responsibility for intake of benefits inquiries (health care, retirement, status changes, open enrollment inquiries) through our dedicated customer care & solutions phone line, with overall responsibilities to resolve inquiries and track cases via Salesforce, in addition to supporting inquiries received into the dedicated benefits mailboxes.
The role will focus on providing high quality customer service to employees and retirees when resolving benefits inquiries and supporting the administration of critical programs such as, open enrollment, new hire orientation, and the retirement process.
Reporting to the Benefits Supervisor, the Benefits Customer Care Rep’s responsibilities include but are not limited to:
Customer Service:
· Handling benefits
inquiries from our active and retired population that consists of eligibility, claims issues, Medicare benefits coordination, and changes to
dependents status and addresses.
· Providing timely responses to emails and phone calls, generally within 48 hours for inquiries unless matter is more complex.
· Supporting ad hoc customer service matters as needed.
Administration:
• Regularly checking mail that comes into office via internal mailroom and handle as appropriate.
• Scanning of benefits paperwork within the Salesforce system in a timely manner.
• Initiating and closing cases upon completion within Salesforce in a timely manner.
• Providing support to team members with auditing and processing of new hire and retirement paperwork to ensure proper documentation is submitted via Salesforce to Benefits Systems for processing.
• Processing of basic transactions within PeopleSoft such as address changes.
Qualifications:
• Bachelor’s Degree in Human Resources or a related field or 2 years equivalent experience.
• Minimum of 1 year experience in a fast -paced customer service environment that responded to a high volume of customer inquiries in a timely manner.
• Experience in PeopleSoft Benefits Administration module, Salesforce and DocuSign or similar software products.
Desired
Ideal candidates will present the following profile:
• Ability to multi -tasks and handle competing priorities.
• Desire to learn an array of benefits related topics
• Ability to quickly adapt to key benefit programs and resources to support customer inquiries.
• Strong organizational skills with attention to detail.
• Strong problem -solving skills.
• Well -developed project and process management skills.
• Proficient knowledge of Microsoft Office Suite skills with advanced skills in MS Excel.
• Ability to communicate effectively and develop positive working relationships with both internal and external partners and customers.
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