Benefits Customer Service Representative - Bilingual (Spanish or French) - Seasonal - Remote

WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. They are seeking a Seasonal Bilingual Benefits Customer Service Representative to assist Spanish or French and English client members with their health care and pension plan enrollment and updates, while providing superior customer service in a remote work environment.

Responsibilities:

• Quickly build rapport and respond to Spanish or French 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
• Safeguard confidential information (e.g., medical, health, financial, personal, etc.) 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 in a professional manner
• Regularly participate in team meetings and training
• Communicate and collaborate with colleagues, supervisors and other staff in a respectful manner
• You will spend the majority of your time assisting customers
• Perform other duties as assigned

Requirements:

• Excellent Spanish or French language skills
• Move seamlessly between Spanish or French and English calls and translate 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 breaks/lunches, following protocols and adhering to standards of excellence
• 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
• 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