CSR for H.R. related issues at inbound call center
Pros: learning about medical plans, medicare, and the great clients' customers i dealt with daily.
Cons: parking. had to take a shuttle from my assigned parking lot to the building that i worked in. :)
Handling inbound calls from client employees as well as conducting outbound calls for follow-up as required. I would greet the employee, answer concerns and questions educating them on their benefits, and solve complex issues relating to their health, savings, retirement plans and human resource related issues. I was also responsible for providing professional, knowledgeable, helpful, courteous, and responsive customer service.
• Utilizes personal computer and Windows NT and Lotus Notes software (knowledge of tools i.e., calculator, data entry, and navigating the Internet) to access customer accounts and product information for features and problem resolution.
• Utilizes the telephone system with headset throughout the workday.
• Assists customers with a wide variety of benefit questions and plan features via information accessed through the computer. Reviews the employee's account and answers questions within the parameter's of Aon Hewitt's policies and procedures.
• Creates and updates employee file in database via computer as authorized by Aon Hewitt.
• Keeps current on Aon Hewitt's programs and services through on-going training provided by Aon Hewitt and by utilizing the computer-based program.
• Attends meetings and training as directed.
• Excellent verbal communications and listening skills via telephone.
• Solid written communication skills.
• Ability to read and retrieve data via computer using Windows NT and Lotus Notes environment
• Ability to "more than satisfy" a customer by providing outstanding customer service ensuring customer's – more... questions/issues/concerns have been answered.
• Ability to be flexible, adaptable and dependable in an environment constantly upgrading/enhancing service/technology capabilities to it's customers.
• Written communication, especially as documented in case follow ups, is clear and effective.
• Able to own issues and bring to resolution.
• Learns and comprehends new concepts.
The hardest part of this job was that I was a temp or contract employee. So when the end of my contract came it was really hard to leave.
I loved learning about how healthcare insurance plans worked and became very knowledgable on my clients' open enrollment periods, handling their questions, completing their selections to send over in a batch order multiple times a day to a variety of Insurance companies. I also helped retirees from my clients companies with their enrollment benefits, life insurance, and all other benefits they had, as well as taking the time to make sure they understood their options or if they had any questions. – less