Pros: the rewards we receive for an outstanding performance and cardholder compliments
Cons: short lunches, constant monitoring of time and location, small or no bonuses
A typical day at work entails taking inbound calls from credit cardholders who either wish to inquire about their benefits, need to begin a claim, or have questions about their existing claims. We are required to be experts on a number of benefits and to provide a high quality of customer service. It is a constant learning experience because benefits are consistantly added and each cardholder and her/his circumstance is unique. As such, being 'present' on each call and genuinely concerned about each individual is not only a necessity, but a wonderful exercise in listening, composure, and effeciency. We have an excellent support system with our management staff who make themselves readily available to associates. Not only are they invaluable resources, but they constantly affirm associates and encourage their teams to continue to exceed our clients' expectations.
The most difficult part of being a benefits speciaist is sometimes interacting with extremely disappointed cardholders who are unhappy with the terms and conditions of their benefits. It is difficult to provide unpleasant news becuase we are not always able to truly delight cardholders when they hear news about their benefits that they did not anticipate. The objective is to continually hone one's skill set to calm cardholders down and provide excellent service in the midst of disappointment. The most enjoyable part of being a benefits specialist, in addition to interacting with other associates, is being able to truly help others who call because they need assistance.