Benefit Service Call Center Rep - Fort Wayne Indiana

BUCK - A 104 - year - old firm that is JUST GETTING STARTED.

Benefit Service Call Center Representative

Location: Ft. Wayne

At Buck, we’re focused on helping our clients create a culture of wellbeing, centered around the evolution of each person’s health, wealth, and career.

Leveraging strong client relationships with key decision makers, our teams deliver exceptional results that confidently push the envelope with unexpected solutions to help our clients accomplish their objectives faster and keep them ahead of the curve.

Not surprisingly, we embrace inventive thinkers, who make original contributions to the team. We put people first — our people and our clients’ people, and our inclusive and welcoming culture celebrates diversity and individuality.

Explore your next career move with Buck today!

As a Customer Service Representative(CSR) you will be part of a team responsible for the delivery of quality member contact service to the client. Representatives take anywhere between 25 –80 calls a day based on time of year. There is some administration work, but 95% of the work is done on the phone. This particular ‘call center environment’ is one that deals with members that need information about their retirement or health and wellness benefits.
Responsibilities

• Respond to inquiries from plan participants using plan specific information in a PC Windows environment
• Assist plan participants with transactions and other aspects of plan participation (i.e. rollovers, withdrawals, loans and final distributions)
• Write up telephone call records where appropriate, addressing the content of plan participant
• Establish cases for benefit administrators review of more complex participant questions or refer questions to appropriate team representative
• Request plan materials be sent to participants
• Responding in a timely and professional manner to client calls on an as needed basis
• Accessing internal client databases effectively to provide accurate and appropriate information to members
• Assisting plan participants in the use Internet based plan enrolment processes
• Ensuring secure access of member/client information
• Logging calls in the case management tracking systems
• Co-ordinating appropriate follow-up with internal resources to resolve issues raised by clients
• Ensuring that outstanding issues are resolved in a timely manner
• Ensuring that resolved issues are “closed” in a timely manner
• Studying and becoming familiar with new information as it becomes available
• Occasionally participating in client demonstrations
• Ensuring outbound calls are made based on client specifics
• Other duties as required

Qualifications

• Excellent oral and written communication skills with a particular emphasis on articulation and grammar
• Excellent customer service skills
• Work experience in a service-oriented environment
• Ability to interact with peers and plan participants
• Organizational skills, with the ability to handle multiple tasks simultaneously
• Ability to remain poised, patient, empathetic, tactful and composed while handling plan participants
• Listening skills
• Ability to work effectively in a team environment
• Judgment and decision-making skills
• Working knowledge of pension and health and wellness benefit plans is an asset
• Bilingual and/or Multi-lingual a plus – oral and written
• Spanish
• Russian
• French

At Buck, we pride ourselves in our Diversity and Inclusion and are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

At Buck, we’re exclusively focused on helping our clients and their people succeed together. By this, we mean we’re partnering with some of the world's most forward-thinking companies to re-envision and re-design the way that employees work and live. And we’re doing this by finding the right combination of consulting, outsourcing, and technology solutions to help our clients realize the best organizational performance for their businesses while driving positive health, wealth, and career outcomes for their people.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Fort Wayne, IN: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person