Benefit Service Representative - Gallagher
Fort Wayne, IN 46802
About the Job
Buck, a Gallagher company, opens doors to a world of boundless opportunity and innovation. As part of our integrated team, you'll immerse yourself in the exciting journey of serving HR departments and trustees across diverse industries. Together, we'll build pathways to a brighter future for clients worldwide, harnessing the power of collective brilliance and shaping careers that ignite passions.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.
Overview:As a Customer Service Representative(CSR) you will be part of a team responsible for the delivery of quality member contact service to the client. Representatives take anywhere between 25 –80 calls a day based on time of year. There is some administration work, but 95% of the work is done on the phone. This particular ‘call center environment’ is one that deals with members that need information about their retirement or health and wellness benefits.
Schedule:
- 8 hour shift
- Monday to Friday
- Respond to inquiries from plan participants using plan specific information in a PC Windows environment
- Assist plan participants with transactions and other aspects of plan participation (i.e. rollovers, withdrawals, loans and final distributions)
- Write up telephone call records where appropriate, addressing the content of plan participant
- Establish cases for benefit administrators review of more complex participant questions or refer questions to appropriate team representative
- Request plan materials be sent to participants
- Responding in a timely and professional manner to client calls on an as needed basis
- Accessing internal client databases effectively to provide accurate and appropriate information to members
- Assisting plan participants in the use Internet based plan enrolment processes
- Ensuring secure access of member/client information
- Logging calls in the case management tracking systems
- Co-ordinating appropriate follow-up with internal resources to resolve issues raised by clients
- Ensuring that outstanding issues are resolved in a timely manner
- Ensuring that resolved issues are “closed” in a timely manner
- Studying and becoming familiar with new information as it becomes available
- Occasionally participating in client demonstrations
- Ensuring outbound calls are made based on client specifics
- Other duties as required
- Excellent oral and written communication skills with a particular emphasis on articulation and grammar
- Excellent customer service skills
- Work experience in a service-oriented environment
- Ability to interact with peers and plan participants
- Organizational skills, with the ability to handle multiple tasks simultaneously
- Ability to remain poised, patient, empathetic, tactful and composed while handling plan participants
- Listening skills
- Ability to work effectively in a team environment
- Judgment and decision-making skills
- Working knowledge of pension and health and wellness benefit plans is an asset
- Bilingual and/or Multi-lingual a plus – oral and written
- Spanish
Ability to commute/relocate:
- Fort Wayne, IN: Reliably commute or planning to relocate before starting work (Required)
Preferred Experience:
- Call center: 1 year
- Customer service: 1 year
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.
Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:
- Medical/dental/vision plans, which start from day one!
- Life and accident insurance
- 401(K) and Roth options
- Tax-advantaged accounts (HSA, FSA)
- Educational expense reimbursement
- Paid parental leave
Other benefits include:
- Digital mental health services (Talkspace)
- Flexible work hours (availability varies by office and job function)
- Training programs
- Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
- Charitable matching gift program
- And more...
We value inclusion and diversity
Click Hereto review our U.S. Eligibility Requirements
Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.
Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.
Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.
Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.