Customer Service - M Representative

About the role

Provides moderate to complex service to internal and external customers, including employer groups, account managers, brokers, employee/participant customers, and individual policyholders. Resolves inquiries and completes service requests with attention to detail, accuracy, and timeliness while adhering to operating practices, administrative procedures, and regulatory/insurance laws.

Handles moderate to complex work assignments independently, applying existing processes and procedures to ensure secure and efficient handling of customer data. This position may require bilingual skills (verbal and/or written) at least 50% of the time.

Responsibilities

• Document customer inquiries, including escalated issues, accurately and concisely in the appropriate system.
• Act as a resource for less experienced colleagues by providing guidance and leadership in specific areas of expertise.
• Serve as a team member on LEAN teams and special project teams when requested.
• Maintain professional attire and demeanor while fostering mutual respect among colleagues and customers.
• Attend training and demonstrate adaptability in a high-volume, fast-paced production environment.

Requirements

• Excellent customer service skills.
• Advanced keyboard and math skills.
• Strong analytical, communication, and business writing skills.
• Advanced interpersonal, coordination, and collaboration skills.
• Strong knowledge of IRS Code §125 rules and regulations, as well as qualified retirement account knowledge.
• Proficiency in Windows-based software.
• Ability to work independently with minimal guidance and meet established turnaround times.
• Demonstrated ability to multi-task, adapt to change, and achieve stated goals.
• May require proven bilingual skills (verbal and/or written).