Benefits Customer Service Representative - Bilingual

Tempe, Arizona, United States

Bilingual Benefits Customer Service Representative

The Role

As a Bilingual Benefits Customer Service Representative, you will have the rewarding opportunity to help our Spanish and English client members through the enrollment process, and when making updates to their health care and/or pension plans.  We allow you the freedom to take the time necessary to provide the highest level of service on each contact.  You will spend your day on the phone, with opportunities to assist with chat and message center as you gain additional experience. We provide superior customer service in a work from home environment (following the initial training and onboarding period).  Eligibility requirements to work from home must be met.  

During our busy season you will be expected to work a 40 hour week and overtime when requested.  During initial training (and during our off season), your hours may fluctuate between 32 to 40 hours depending on client need. 

This is a seasonal role, however we ask our high performers to remain with us to assist on other clients, and offer the top performers a full-time opportunity with Willis Towers Watson.  All of our supervisors and managers started out as seasonal colleagues – will you be one?

Key Responsibilities

    Quickly build rapport and respond to Spanish speaking customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message

    Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls

    Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements

    Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.

    Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member

    Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information

    Maintain and document complete and accurate call and case notes in English is a professional manner

    Regularly participate in team meetings and training

    You will spend the majority of your time assisting customers

    Perform other duties as assigned 


The Requirements

About YOU:

You easily move between English and Spanish in conversation and are excited to learn new things, have strong computer skills, and are self-motivated to always improve while coming to work every day on-time.  You have patience, and the ability to listen and recognize the needs of our client members.  You have strong written commination skills, both written and verbal, and are dedicated to well written client notes and instant message communications without the use of slang or emoji’s. You overcome objections with knowledge, patience, and understanding, and enjoy meeting new people by phone, email, and instant message.  You’re comfortable in a remote working environment where the majority of your interactions with peers, supervisors, and managers is virtual. You’re excited at the opportunity to start a career with a top-notch global company!



HELPING PEOPLE   - NO WEEKENDS   -   NORMAL Business Hours


Required

    MUST have excellent Spanish language skills

    MUST have ability to move seamlessly between Spanish and English calls

    MUST have the ability to translate Spanish calls into grammatically correct English call notes

    Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills

    Ability to work in a structured environment – adhere to posted work schedule and 

    High level attention to detail, multi-tasking, and ability to organize work

    Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging

    Ability to work autonomously in a self-paced, self-motivated team environment 

    Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat

    Ability to understand and follow oral and written instructions

    Ability to type 30 words a minute

    Experience working in a customer service environment

    High School degree required


The following are a plus

    Associate or Bachelor’s degree nice to have

    Working knowledge of health and welfare and/or defined benefit pension plans

    Experience working in a call center environment


The Company 

At WTW (NASDAQ: WTW), we provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.

Working shoulder to shoulder with you, we uncover opportunities for sustainable success—and provide perspective that moves you.

Learn more at willistowerswatson.com.


The Business 

Our Outsourcing business provides benefits administration and outsourcing solutions to many of the world’s leading organizations. Our purpose is to help our clients’ employees realize the full potential of their benefits; helping them be happier, healthier and more secure.