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As a Benefits Specialist, you will deliver outstanding customer service to a broad range of employee and retiree groups delivering support in the key areas of: health and welfare, retirement, life insurance, disability and other benefits. You work in a fast-paced team call center environment and use email, case system and telephonic communications to resolve issues and inquiries with sensitivity, compassion and discretion!
Job Responsibility:
Assist all U.S. customers by educating them on the PPG benefit plans using the Benefits Service Center training tools and resources that support the plan design/policy while also maintaining company compliance with ERISA, COBRA and HIPAA
Support all U.S. customers by problem-solving their inquiries utilizing appropriate parties as needed, such as vendors, COEs, third party administrators
Assist all U.S. participants with enrollment processes including guiding them through the enrollment system and educating them on their benefit plans/options
Deliver accurate and concise responses in English through verbal and written communications that are clearly understood by the customer
Document all inquiries using the case management tool within the Benefits administration system
Recognize and report unusual events or inconsistencies to designated team member/team lead within the Benefits Service Center
Conduct ongoing review of Benefits Service Center training tools and resources for continuous improvement within the team
Maintain the service standard requirements of the team
Support all needs of the Benefits Service Center, such as helping other team members
Requirements:
High school degree in HR, or equivalent
2-4 years of experience as a customer service representative in a call center environment
1-2 years of experience in the key areas of health and welfare, retirement, life insurance, disability and other benefits is preferred
Ability to deliver high quality customer service in a professional manner