Benefits Customer Care Representative

Reporting to the Benefits Supervisor, the Benefits Customer Care Rep’s responsibilities include but are not limited to:

Customer Service:

· Handling benefits inquiries from our active and retired population that consists of eligibility, claims issues, Medicare benefits coordination, and changes to dependents status and addresses.

· Providing timely responses to emails and phone calls, generally within 48 hours for inquiries unless matter is more complex.

· Supporting ad hoc customer service matters as needed.

Administration:

· Regularly checking mail that comes into office via internal mailroom and handle as appropriate.

· Scanning of benefits paperwork within the Salesforce system in a timely manner.

· Initiating and closing cases upon completion within Salesforce in a timely manner.

· Providing support to team members with auditing and processing of new hire and retirement paperwork to ensure proper documentation is submitted via Salesforce to Benefits Systems for processing.

· Processing of basic transactions within PeopleSoft such as address changes.

Qualifications:

· Bachelor’s Degree in Human Resources or a related field or 2 years equivalent experience.

· Minimum of 1 year experience in a fast-paced customer service environment that responded to a high volume of customer inquiries in a timely manner.

· Experience in PeopleSoft Benefits Administration module, Salesforce and DocuSign or similar software products.

Desired:

Ideal candidates will present the following profile:

· Ability to multi-tasks and handle competing priorities.

· Ability to quickly adapt to key benefit programs and resources to support customer inquiries.

· Strong organizational skills with attention to detail.

· Strong problem-solving skills.

· Well-developed project and process management skills.

· Proficient knowledge of Microsoft Office Suite skills with advanced skills in MS Excel.

· Ability to communicate effectively and develop positive working relationships with both internal and external partners and customers.