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MarshMcLennan: Customer Service Representative II

  • Post author:
  • Post published:Sep 14, 2021
  • Post category:Jobs

Purpose

  • Day-to-day administration of clients with primary focus on member transactional activities being member/HR/payroll queries, application and claim tracking and activation as well as billing related activities.

Key responsibilities

  • Query resolution within stipulated Service Level Agreement as confirmed by MMB management
  • Accurate capturing of all client queries on system (telephonic and email)
  • Keep written records of all client communication and interaction within the stipulated time period
  • Attend to Member/Consultant/HR/Payroll queries relating to benefits – received via email, fax or telephone
  • Constant follow up and feedback to relevant parties
  • Ensure all client correspondence is signed off and saved in correct client folder; arrange information and files in terms of MMB operating standards
  • Answer phone calls and self-management of telephone account
  • Attend internal meetings and training as and when required
  • Perform billing related activities (workflow and financial payroll input) where required
  • Build effective relationships with both internal and external clients
  • Manage client expectations
  • Be effective team player for buddy when on leave
  • Attend to ad-hoc projects as required
  • Internal and provider training
  • Up and cross-skilling

Knowledge, skills and abilities

  • Excellent administrative and customer service skills
  • Ideally 1 years’ experience within Employee Benefits environment
  • FAIS accredited relevant qualification and RE’s an advantage
  • Computer literate; intermediate working knowledge of Microsoft Office
  • Client and service centric
  • Strong communication skills, both written and verbal

Competencies

  • Customer service oriented
  • Excellent interpersonal skills and able to build solid rapport with client and provider contacts
  • Strong administration skills
  • Process driven
  • Quick learner
  • Tact and diplomacy
  • Ability to work under pressure
  • Detail orientated
  • Self-disciplined
  • Must be a good communicator/email and telephone etiquette
  • Able to take initiative
  • Enthusiastic, energetic, yet professional
  • Must have ability to work as part of a team in an open-plan office as well as independently

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