Job

Company

Description

Salary

Skills

Benefits

Job Description

As a member of the Spending Accounts team, the primary responsibility of the Service Specialist is performing the daily deliverables within the suite of Spending Accounts services and products, such as, but not limited to systems management, Spending Account Inbox, Benny Letter transactions, and assisting Claim Processors and Client Service Representatives on daily deliverables. Additional responsibilities include generation and quality review of employee facing letters and team projects. ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following: - Perform daily operations such as Trion s Issue Management System (TIMS), Spending Account Inbox, Benny letter transaction, assist claims processor and Client Service Representatives on daily repeatable processes accurately and on time; - Generate and process welcome letters and Benny card returns meeting all quality standards and timeframes; - Resolve client issues on Trion s Issue Management System
(TIMS) that come in from the Call Center regarding basic Spending Account issues; - Work within a team structure to ensure all timely monthly deliverables are met (such as monthly client reports, invoices and claims entry); - Assist with development and maintenance of operational documentation; - Assist with high volume tasks during Open Enrollment; - File, maintain and prepare documentation for offsite storage; - Respond timely and consistently to all client inquiries while establishing expectations for a trusted partnership; - Ensure all client deliverables adhere to specified quality standards; - Adheres to Trion s internal and external compliance and security processes; - Summarize and report project status to Sr. Claim Processors and Team Manager; - Assist with special projects as determined by Spending Accounts Team Manager. Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.
- High school diploma or GED equivalency is required, college degree preferred; - Minimum of 1 year demonstrated experience within a processing support capacity; - Experience working with consumer spending health plans, such as flexible spending accounts, health reimbursement accounts, health savings accounts is preferred; - Other related exposure to Benefits Administration, COBRA, HRIS, and/or Payroll environments is preferred; - Experience within a third party administration, benefits brokerage, health and welfare consulting, health care, or insurance related industry is highly preferred; - Proficiency in the Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook is required.

This job was posted on Tue Jan 29 2019 and expired on Sat Feb 02 2019.

Tasks

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers' problems.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Refer unresolved customer grievances to designated departments for further investigation.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Solicit sales of new or additional services or products.

Order tests that could determine the causes of product malfunctions.

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Persuasion - Persuading others to change their minds or behavior.

Service Orientation - Actively looking for ways to help people.

Knowledge

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Find out how you match this company

Marsh and McLennan Companies, Inc

Summary

Marsh and McLennan Companies is a professional services firm like no other-a global network of more than 60,000 experts in risk, strategy, and people, united by an unusually collaborative culture that transcends business units and borders.We bring the best people together to help clients discern new possibilities and pursue them with success.For 146 years, we have grown by helping our clients prosper amid changing times and technologies, from the Industrial Revolution to the digital age. Our work today embraces many of society's most complex challenges: sustainable business growth; the health, wealth, and performance of organizations' people; resource security; cyber security; economic instability; climate change; and terror threats.

Company Details

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Service Specialist Interview Questions & Answers

How do you handle difficult customers?

Answer

I remain calm and empathetic, actively listen to their concerns, and find a solution that meets their needs.

How do you prioritize tasks in a fast-paced environment?

Tell me about a time when you went above and beyond to provide excellent customer service.

About the Service Specialist role

Customer Service Service Specialist

As Customer Service Specialists, we are responsible for providing excellent customer services through phone, email, and other means of communication. We serve as a liaison between the customer support team and management. We are committed to improving customer services and business productivity. Analyzing customer complaints and taking appropriate actions are some of our main responsibilities. We assist customers directly and ensure their satisfaction by collecting feedback. We track and follow up on customer’s issues in a timely fashion. Working as Customer Service Specialists, we prepare documentation and reports and maintain in-depth knowledge.

Core tasks: