Description :

At Mercer, we make a difference in the lives of more than million people every day by advancing their health, wealth, and careers.

We are in the business of creating more secure and rewarding futures for our clients and their employees whether we are designing affordable health plans, assuring income for retirement, or aligning workers with workforce needs.

Mercer is seeking candidates for the following position to support our Urbandale location. The position is open to remote but MUST be based out of Urbandale as onsite attendance will be required occasionally throughout the year as needed.

Customer Service Representative - Benefits Counselor

What can you expect?

• This is a customer service contact center position with structured scheduling
• You will go through a two-tier paid training course beginning with Group Universal Life followed by Supplemental Health products including Accident, Critical Illness, Long Term Care, Hospital Indemnity, and more
• 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?

• A company with a strong brand and strong results to match, and are committed to making a difference in the lives of people
• A culture of belonging, innovation, collaboration, internal mobility, and extraordinary career opportunities through our four businesses : Marsh, Mercer, Guy Carpenter, and Oliver Wyman, each consistently ranked the industry leader in their fields
• Competitive pay, and full benefits package effective starting Day 1! (Medical, dental, vision, STD / LTD, life insurance, generous k match AND automatic contribution)
• Generous paid time off for vacation, sick days, company holidays (with early dismissal), floating holidays, and time to give back to your community; flexible work culture
• Employee Resource Groups which provide access to leaders, relevant volunteer, and mentoring opportunities, and interactions with counterparts in industry groups and client organizations
• 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
• Troubleshoot basic website errors / questions
• Assist with enrolling customers in various life and health products
• Assist customers with payments and payment related questions
• Assist customers with claims and claims related processing

What you need to have :

• HS diploma or equivalent
• At least 1 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

What makes you stand out :

• Bachelor’s degree
• Prior call center experience
• Currently hold an active Life and Health License
• Previous experience with Group Universal Life, Medical, Dental, Vision, Accident or Critical Illness products

Last updated : 2024-05-13