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Buck Buck - Project Based Customer Service Representatives in Fort Wayne, Indiana

Description

Project Based Customer Service Representative - Outsourcing Practice (Fort Wayne, IN - Office Position)

At Buck, we’re focused on helping our clients create a culture of well being, centered around the evolution of each person’s health, wealth, and career. Our creative digital, consulting, and tech-enabled administration solutions are empowering the world’s most forward-thinking companies to embrace the new social contract, re-energize their workforce, and embrace an analytics-led talent marketplace in ways that improve how their people work and live.

Leveraging strong client relationships with key decision makers, our teams deliver exceptional results that confidently push the envelope with unexpected solutions to help our clients accomplish their objectives faster and keep them ahead of the curve. Not surprisingly, we embrace inventive thinkers who make original contributions to the team. We put people first — our people and our clients’ people, and our inclusive and welcoming culture celebrates diversity and individuality.

Explore your next career move with Buck today!

Position Title: Project Based Customer Services Representative

Location: Ft. Wayne, Indiana

Our Services:

  • Pension Administration

  • H & W Administration

    Functional Area Overview:

  • As a Project Based CSR you will be part of a team responsible for the delivery of quality member contact service to the client. You will meet with excellent growth and development opportunities.

  • Representatives take anywhere between 25 – 40 calls a day based on time of year. There is some administration work, but 95% of the work is done on the phone.

  • This call center environment is one that deals with members that need information about their benefits.

Role Overview:

  • Respond to inquiries from plan participants using plan specific information in a PC Windows environment.

  • Assist plan participants with the appropriate company culture, courtesy and assistance to address the plan related inquiry through phone calls, chat or any features in an outsourcing solution.

  • Assist plan participants with transactions and other aspects of plan participation (i.e. HW events, retirement plan options, lump sum, normal distribution and QDRO)

  • Authenticate participants per the client specific requirements. Document telephone call and follow the TaskNet workflow, addressing the content of plan participant accurately.

  • 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

  • Work well in a team environment

    Technical Skills:

  • 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 enrollment processes

  • Assisting plan participants in the use of Internet modeling tools.

  • Ensuring secure access of member/client information

  • Logging calls in the case management tracking systems

  • Co-coordinating appropriate follow-up with internal resources to resolve issues raised by clients

  • Ensuring that outstanding issues are resolved in a timely manner and support of established service level agreements

  • 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

    Non-Technical Skills and Experience:

  • 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

  • Demonstrate listening skills

  • Ability to work effectively in a team environment

  • Judgment and decision making skills

Unique Requirements:

  • Unique Requirements but not mandatory:

  • Bilingual English/French – oral and written -a plus not mandatory

  • Working knowledge of pension and investment plans, health and welfare is a plus,

  • prior call center experience required.

  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

At Buck, we’re exclusively focused on helping our clients and their people succeed together. By this, we mean we’re partnering with some of the world's most forward-thinking companies to re-envision and re-design the way that employees work and live. And we’re doing this by finding the right combination of consulting, outsourcing, and technology solutions to help our clients realize the best organizational performance for their businesses while driving positive health, wealth, and career outcomes for their people.

Qualifications

Behaviors

Preferred

  • Team Player: Works well as a member of a group

  • Enthusiastic: Shows intense and eager enjoyment and interest

  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

  • Goal Completion: Inspired to perform well by the completion of tasks

  • Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Education

Preferred

  • High School or better
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