Job Details
** CUSTOMER SERVICE/PARTICIPANT SERVICES SPECIALIST**
**Job Category****:** PARTICIPANT SERVICES **Requisition Number****:** CUSTO01198 Showing 1 location **Job Details**
**Description**
**Employee Benefits**
* Employer Paid Family Health, Prescription Drug and Dental Benefits
* Life Insurance and AD&D
* Dependent Care Reimbursement Account
* Paid Holidays and Paid time off
* Retirement Income Plan: 401(k) and Roth 401(k)
* Flexible Spending Account (FSA)
* Voluntary Vision, Accident, Critical Illness and Pet Insurance
* Employer Paid Short Term Disability
**Essential Duties and Responsibilities:**
* Answers high volume telephone calls from participants and provide explanations and answers related to coverage eligibility and pension benefits.
* Answers questions regarding self-payments including COBRA and Retiree self pays.
* Reviews required eligibility information including legal documents, enrollment forms, coordination of benefits forms, and benefit applications.
* Mails correspondence to Participants.
* Provides assistance with incoming and returned mail.
* Prepare documents for mailing projects and scanning.
* Performs quality review files.
* Assists with related special projects as r equired.
**Essential Skills and Qualifications:**
* Bilingual in English/Spanish preferred.
* A minimum of 1-year related experience and/ or training.
* Ability to read and interpret documents such as Summary Plan Description and procedure manuals.
* Computer Skills: Proficiency in all aspects of Microsoft Office. Quick learner of other computer applications.
* Travel up to 5%.
**Individuals should demonstrate the following competencies:**
* Customer Service- Responds promptly to customers needs; Responds to requests for service and assistance; Manages difficult or emotional customer situations.
* Oral Communication- Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
* Written Communication- Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
* Business Acumen- Understands business implications of decisions; Aligns work with strategic goals.
* Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibilities for own actions; Follows through on commitments; Team Player
* Judgment- Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
* Quality- Demonstrates accuracy and thoroughness; Pays attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Takes pride in his/her own work.
* Quantity- Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
* Dependability- Follows instructions, responds to management direction; Keeps commitments; Takes responsibility for own actions.
* Attendance/Punctuality- Is consistently at work and on time; Ensures work responsibilities are covered when absent.
* Adaptability- Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; Ability to prioritize duties. Ability to multi-task.
* Planning/Organization- Prioritizes and plans work activities; Uses time efficiently.
**Qualifications**
**Skills**
**Preferred**
**CUSTOMER SERVICE** *Expert* **PLANNING/ORGANIZATION** *Expert* **WRITTEN COMMUNICATION** *Expert* **Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**