APL Customer Service Rep - Moderate

About the role

Provides moderate to complex service to internal and external customers, which may include employer groups, account managers, brokers, employee/participant customers, and/or individual policyholders. Resolves moderate to complex customer inquiries and completes moderate to complex customer service requests with specific attention to detail, accuracy and timely handling in accordance with the business unit’s operating practices, administrative procedures, and applicable regulatory and insurance laws.

Responsibilities

• Handles moderate to complex work assignments independently with minimal guidance and determines accurate application of existing processes and procedures.
• Utilizes experience and expertise in specific processing areas to handle assigned tasks within established turnaround times while ensuring customer data is handled securely.
• Meets or exceeds customer needs in a timely and effective manner.
• Accurately and concisely documents customer inquiries, including escalated inquiries, and actions taken within the appropriate system.
• Acts as a resource for less experienced colleagues by providing guidance to team members, fellow colleagues (including account managers, consultants and brokers) in specific areas of expertise.
• Willingly steps in to provide leadership and accurate information while exhibiting a positive attitude centered around mutual colleague and customer respect.
• Attends training and serves as a team member on LEAN teams and special project teams when requested.

Technical Skills and Requirements

• Excellent customer service skills
• Advanced keyboard skills
• Strong math skills
• Strong analytical skills
• Advanced communication skills
• Strong business writing skills
• Advanced interpersonal skills
• Advanced coordination and collaboration skills
• Exceptional professional attire and demeanor
• Strong knowledge of IRS Code Section 125 rules and regulations
• Qualified retirement account knowledge
• Strong Windows-based software knowledge
• Advanced ability to work in a high-volume, fast-paced production environment
• Known and demonstrated ability to be prompt and accurate with work product
• Strong ability to adapt to change and demonstrated openness to change
• Leadership ability, including demonstrated ability to multitask and achieve stated goals
• May require proven bilingual skills (verbal and/or written communications)