Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset – their people. Mercer's 20,000 employees are based in more than 40 countries. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is a wholly owned subsidiary of
Marsh & McLennan Companies
(NYSE: MMC), a global team of professional services companies offering clients advice and solutions in the areas of risk, strategy and human capital.
The Call Center Representative III will
provide a socially responsible service to Mercer's participant base. Representatives will display knowledge of more than one line of business and will answer incoming inquiries from our client's employees regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans, and other human resource related services. They will be proficient in their ability to communicate with impact, apply critical thinking, and show a strong desire to drive for results while working independently in a fast paced, team-oriented environment. In addition, they are self-sufficient in regards to issue resolution and display the proper behaviors and best practices to de-escalate sensitive issues. The representatives accurately identify trends, and recommend areas for process improvement. Representatives will also perform outbound calls to provide timely follow up on outstanding issues, work on various administrative projects, serve as a peer coach to less tenured colleagues, act as a Tier II primary contact, facilitate some training, and continuously strive to improve
. To fulfill this role, the Call Center Representative III will:
Answer incoming calls from plan participants and provide accurate answers regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans, and other human resource related services. These inquiries are handled by communicating in a clear, concise, and confident manner in order to provide an excellent customer service experience in a fast paced work environment.
Ensure that all transactions are submitted in a timely and accurate manner.
Resolve all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary.
Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability, and have a willingness to develop and consistently improve.
4 year college degree preferred
2+ years customer service experience in an benefits outsourcing call center
Excellent communication skills (both verbal and written), ability to research, follow up, and resolve sensitive issues, proficient in working with web based applications and Microsoft Office, keyboarding (greater than 40 wpm), mastery of all proprietary/internal systems, fluency in Spanish is preferred
Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, pension and 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at:
. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at:
Marsh & McLennan Companies and its Affiliates
are equal opportunity employers
Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and...