Senior Administrative Assistant (Former Employee) – Chicago, IL – December 11, 2018
Constantly travelling consultants servicing an international corporate clientele creates many moving parts that must be handled seamlessly, professionally, and profitably at any given time. Fortunately, I worked with a team that understood that and did their best to make our rapidly changing responsibilities easier to meet.
Health insurance, discounted services, friendly coworkers
Answer incoming calls in a fast paced call center environment from plan participants and provide accurate answers to questions about their health and welfare benefits. Provide support for annual open enrollment activities.
Ensure that all transactions are submitted in a timely and accurate manner
Resolve all participant inquiries that require research and additional information by utilizing all appropriate resources
Assist participants and covered family members with program issues as needed. Monitor employee benefit issues to pinpoint potential problem areas.
Work with all levels of management and vendors, managing several projects at the same time and at various stages
Required to meet production goals such as Average Handle Time, After Call Work and customer satisfaction
Administrative/Accounting Assistant (Former Employee) – San Francisco, CA – December 5, 2018
Great place to learn, fast paced workplace. I needed to manage my time really well because there were multiple priorities at all times. I learned to manage time really well, collaborate at all levels and to provide high quality teamwork.
Client Services Analyst (Current Employee) – Norwood, MA – November 27, 2018
I have been working at Mercer for three years as a DB Pension Analyst with two different clients. The atmosphere is relaxed and it is generally a good team environment, but that is all I can say about the work that is positive. There is way too much emphasis on managing productivity and specific tasks that are being performed instead of ensuring that we perform quality work. This is further emphasized by the lack of understanding of SOPs and the methods or reasoning for the company's decisions. The company is willing to have its employees work for a team halfway across the country even though at the time of the transfer, I was living in a town where one of its offices is located. We also have three methods for tracking time: one to ensure we get paid, one to track our productivity, and one to ensure the client gets billed correctly, which no one does correctly because it only has to be updated monthly.
Poor upper management, overemphasis on productivity for a service-based company
Benefits Counselor (Former Employee) – Norwood, MA – November 12, 2018
On open enrollment period (Oct-Dec), it was a very hectic environment. Answering calls or placing calls on pre-set appointments. Insuring that prospective clients would have their questions answered to pick a plan before the enrollment deadline.
sometimes is was hard to reach clients
the ability to explain all the benefits to prospective customers
Responsibilities are a constant struggle against obsolete technology and arcane regulations. Nothing is easy.
Pension Analyst (Current Employee) – Vernon Hills – November 9, 2018
The technology is antiquated. A ridiculous percentage of the work is performed manually and checked manually..The defined benefit administration business is in a downward spiral. Clients are leaving for other more technologically advanced and more economical competitors. Because of the lack of work, employees are constantly being fired to rationalize the staff level with the amount of work to do.
Benefits are reasonably generous.
Managers are under constant pressure to squeeze more work out of staff, without resorting to overtime.
Bought out Hammond in 2010 and still using same spreadsheets
Associate (Former Employee) – St. Louis, MO – November 2, 2018
Outdated offices with full height cubicles occupied by people reminiscing of the old days before Mercer acquired them. Presentation books are prepared ad-hoc from scratch using embedded spreadsheets created many years ago in many cases. Without knowing the methodology it requires a CFA to reverse-engineer every macro to certify but this is impossible with constant deadlines. The result is non-GIPS performance, outdated fee information that was never calculated, and purposefully skewed data concerning in-house proprietary funds. The single compliance officer means well but can do little and the supervisors or all non-CFA administrators and therefore care little about professionalism. The office is like walking into a boutique consultancy in 1996 without any technological or business improvements since.
People had a self-depricating humor about the conditions
IT (Former Employee) – Norwood, MA – October 26, 2018
There were several rounds of massive layoffs so employees were uncertain about their future within the company. This was around the time of the US recession so people were content to just have a job. Promotions weren't even a consideration.
Benefits Counselor (Current Employee) – Norwood, MA – October 16, 2018
Working at mercer it seems really laid back but at the same time you may feel like a robot. There are a lot of nice people here that will help you get the job done the right way and you will gain experience and learn a lot of new things that can benefit you in life
Licensed Sr. Benefits Counselor (Current Employee) – Boston, MA – October 12, 2018
Comfortable place to work that is very busy during open enrollment. At time it can be challenging but management always comes up with fun activities for the call center representatives. Employees help each other when someone runs into a challenging or difficult situation. I have learned a lot about medical benefits since working there and now understand about deductibles and out of pocket maximums. Sometimes management can be difficult to deal with not always. The work culture is very diverse and employees get along well. The hardest part of the job is staying in adherence, making sure that you sign into the phone on time when beginning your shift or after taking a break/lunch. I enjoy the people that I work with and most of all I enjoy helping the various employees enroll in their benefits or assisting in correcting a problem that has come up.
San Francisco salaries (for lower-level workers) not in line with comparable firms
Executive Assistant (Former Employee) – San Francisco, CA – October 8, 2018
High turnover leads to stressful office culture. Colleagues are great, management tries to improve the employee value proposition, but the bottom line is that San Francisco is an expensive place to live and other employers in the area will pay better for the same work.