Client Services Representative Health Benefits Solutions

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Job description

Job Description: Associate is accountable for providing quality customer service support within their business unit for some Advisory, FAC and MLD clients requesting retail, retirement and brokerage account products/ service features through inbound calls or emails utilizing professional oral, written and problem solving skills. Accountabilities include but are not limited to providing account balances and activity, deposit rates, checking information, internal systems assistance, explaining and processing transactions. Recommend some previous experience in the customer service field but not required. Elevated service issues handled by experienced associates or above. Role Overview. As a Health Benefits Solutions Representative, you will be working in an inbound contact center taking over 50 calls per day and/or chatting online with clients asking questions or inquiring about their Heath Savings Account (HSA) or Flexible Spending Account (FSA). What you'll do. As a Health Benefits Solutions Representative you will be responsible for the following via phone and/or online chat: Providing every client with clear, complete and accurate responses to their questions and inquiries, while updating the system with notes on each client interaction. Guiding clients step by step through how to execute various transactions on their accounts (i.e. filing a claims, ordering debit cards, password resets, suspend lost/stolen cards locating statement or tax documents etc.). Ensure client privacy is protected by authenticating each call and not answering questions or providing information to unauthorized users. Effectively managing risk by fully adhering to processes/policies/procedures and proactively identifying and escalating potential risks. Navigating through multiple applications and tools to understand processes/policy/procedures and research and resolve issues with client accounts. May also be trained on the basics of 401(k) retirement accounts to assist as needed with call volume across the Retirement and Health Benefits Solution Contact Center space. Required Skills & Experience (minimum qualifications): Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence. Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information. Proven ability to professionally and tactfully handle confrontational and/or stressful interactions. Demonstrated written communication skills with the ability to type error-free, clear, descriptive and succinct instructions and responses, while being proficient on the keyboard. Proven experience with effectively reviewing documentation/files, quickly identifying errors and taking action to resolve the errors. Must have experience gathering, absorbing and using facts/information to make effective and timely decisions. Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures. Must be able to succeed in an environment in which you are constantly being held accountable for metrics. Desired Skills & Experience: Experience working in a client focus environment. Knowledge of Heath Savings Account (HSA) or Flexible Spending Account (FSA). Shift: 1st shift (United States of America). Hours Per Week: 40