Primary Duties and Responsibilities:Wespath Benefits and Investments, recognized as a 2017-2019 Chicago's Best and Brightest Companies to Work For and a 2018-2019 National Best and Brightest Companies to Work For, has an opportunity for a Participant Solutions Specialist - Level 1 in our Customer Service department.Effective Participant Solutions Specialists develop and maintain a working knowledge of the organization's retirement plans, welfare plans, and potentially, health programs. The Specialist meets customer expectations by answering all incoming inquiries via phone or email and processing related tasks in a manner that meets service level targets. The position generally works under close supervision and has limited decision making responsibilities.More specifically, the Participant Solutions Specialist will have the opportunity to:Drive customer satisfaction by answering incoming inquiries via phone or email and processing tasks in a manner that meets or exceeds service...
level targets.Process basic participant and plan sponsor requests (e.g. forms processing, application for benefits requests).Accurately interpret and update participant indicative data and account information.Meet individual performance measures for key metrics such as schedule adherence and task processing.Consistently provide quality customer service and support by meeting, or exceeding, the day-to-day requirements and expectations of this position which includes, but is not limited to, accuracy, productivity, timeliness, and adhering to all department standards.Demonstrate knowledge and familiarity with internal documentation; the Book of Discipline, summary plan documents, plan documents and legislation for research and interpretation.Handle basic/less complex calls by greeting the caller, securing the call, and identifying caller need(s).Document and close the call and create workflow/case management follow-up as needed.Understand participant needs and troubleshoots for resolution by using the appropriate support tools and escalate/refer calls as appropriate.Complete tasks for basic/less complex participant/plan sponsor requests by reviewing workflow/case management documentation..Minimum Requirements/Qualifications:Associates Degree or equivalent work experience.2+ years of customer service experience.Working knowledge of MS Office and the ability to navigate between multiple applications.Proficient oral and written communication skills.Able to perform basic math functions and possesses analytical skills to interpret data and resolve problems.Ability to learn and understand complex plan designs and administration systems.Preferred Requirements/Qualifications:Bachelor's Degree.Work experience in the employee benefits or financial service industries.Knowledge of Defined Contribution, Defined Benefit, 401(k) or 403(b) Pension Plans.Knowledge of Welfare Plans.Wespath Benefits and Investments offers a Monday-Friday, first shift work schedule, competitive compensation, full benefits and a Dress-for-Your-Day dress code.Due to the pandemic interviews will be virtual and we are currently working from home. Any candidate will need to be able and willing to work from our Glenview office when we return..Wespath Benefits and Investments is an Equal Opportunity Employer and does not discriminate in hiring
Wespath Benefits and Investments