Seasonal Customer Service Representative

The Company

The Towers Watson and Willis group of companies (the “Company” or “Willis Towers Watson”) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 39,000 employees in more than 120 territories. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas — the dynamic formula that drives business performance.

Unlock your potential at Willis Towers Watson.

The Business

Exchange Solutions

A changing healthcare landscape creates new opportunities.  With our combined understanding of regulation and risk, behavioral insights and technology platforms, we create innovative exchange-based services and solutions that enable people to navigate options with confidence, and give employers decision-making peace of mind.

Willis Towers Watson’s Exchange Solutions operates a private health care marketplace, OneExchange, which supports all workforce populations: full- and part-time employees, early and Medicare-eligible retirees, and other special populations. With ten years of operating experience, Fortune 1000 companies, public sector employers and unions have been using OneExchange solutions to connect Medicare-eligible and pre-65 retirees as well as part-time employees to the individual market. OneExchange delivers significant health benefit cost savings, reduced administration and industry-leading customer service.

The Role

About the Role:

As a Customer Service Representative you will have the rewarding opportunity to speak with Medicare eligible retirees across the country to assist them with open enrollment inquiries, speak with carriers to resolve enrollment issues, and resolve client concerns. You will spend approximately 95% of your day in phone conversations resolving issues that arise within our client base.  This is a seasonal role that typically runs until February of each year.  This role will start training on April 24th.

Key Responsibilities:

• Use a consultative approach to listen, assess, and resolve  the retirees needs and  questions with carriers, clients, and third party administrators
• Effectively, and empathetically communicate over the phone
• Use problem solving skills to identify root causes and issues of inquiries, and provide feedback on resolutions
• Represent the company effectively, while using patience, knowledge, and kindness to deescalate concerned callers
• Work as a team player in a diverse, professional call center environment
• Adhere to all legal regulations

The Requirements

About You:

You are excited to learn new things, have strong computer skills, and are self-motivated to always improve.   You have patience, and the ability to listen and recognize the needs of retirees, even when they are unable to clearly articulate what is wrong.  You are able to change your communication style based on the region of the call, the client, and the medical needs of the caller. You overcome objections with knowledge, patience, and understanding, and enjoy meeting new people by phone!

Job Requirements:

• During the first three weeks of employment complete intensive three week training program and pass a final test to become familiar with computer systems, Medicare, enrollment, compliance regulations, call flow, and senior sensitivity
• Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone
• Tech Savvy with the ability to learn new proprietary computer systems
• Experience in a sales consulting environment preferred
• Ability to work autonomously in a self-paced, self-motivated team environment
• Ability to communicate professionally and courteously
• Ability to read, analyse, and interpret insurance documents, detailed correspondence, procedure manuals, insurance applications, and perform math calculations
• Willingness to take constructive criticism and learn
• Strong attention to detail
• Ability to type 35 wpm
• Call Center experience a plus
• High School Diploma Required, Some college preferred

Our Environment:

Willis Towers Watson maintains a diverse working environment of dedicated associates, in an open call center layout.  We utilize the latest in technology, and top of the line computer and telephony systems. We reward our associates with competitive hourly rates, monthly bonuses, team competitions, and raffles. Each year we invite top performing seasonal associates to join our team on a year round basis, or invite them back for the following season. 

Willis Towers Watson is an EEO/AA Employer, M/F/D/V - We maintain a strong diverse environment and encourage all to apply. 

Company Description

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 territories around the world. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas - the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Work location: Tempe, AZ