Licensed Customer Service Representative - Benefits Counselor - job 2 of 3

Mercer is seeking candidates for the following position:

Licensed Customer Service Representative - Benefits Counselor

This position can be remote based in the following locations Urbandale IA, Houston and Dallas TX, Southfield MI, Miami and Tampa FL.

What can you expect?

• This is a customer service contact center position with structured scheduling

• You will be part of a company committed to enhancing the health, wealth, and careers of the clients we serve and their employees — and will work for a company equally invested in the development of our own people.

• You can rest assured a high value is placed on diversity and we work to foster understanding, inclusion, and innovation in the workplace.

• As a core component of our workplace culture, we are fully committed to volunteering and caring for our communities.

• You will be doing meaningful, challenging work, and can look forward to a career with many opportunities to learn, grow, and advance.

What is in it for you?

• You will receive a competitive salary and comprehensive benefits starting on day one, such as: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, and more!

• You will work in an exciting environment with a reputable company and receive paid training

We will count on you to:

• Handle inbound telephone calls and document all interactions in SalesForce

• Respond to both standard and more difficult customer inquiries regarding various products and services via the phone or email

• Research customer inquiries and follow up with customers as needed via email or outbound phone calls

• Respond formally to correspondence, either verbally or in writing, utilizing all reference material necessary to provide an informed response to the customer

• Request additional/missing information from the customer via written or verbal communication

• Document client issues and escalate issues to appropriate parties to resolve

• Ability to troubleshoot basic website errors/questions

• Assist with enrolling customers in various life and health products

• Ability and flexibility of working a scheduled day

• Assisting customer with payments and payment related questions

• Assisting customers with the claims and claims related processing

What you need to have:

• HS diploma or equivalent

• At least one year of proven customer service or sales experience

• At least 6 months of experience using MS Office Suite (Word, PowerPoint, Excel)

• Basic computer troubleshooting skills

• Strong oral and written communication skills

• Current and valid Life and Health License (in all 50 states)

What makes you stand out:

• Bachelor’s degree

• Prior call center experience

• Bilingual (Fluent in Spanish and English, both written and verbal)

• Previous experience with Group Universal Life, Medical, Dental, Vision, Accident or Critical Illness products