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Retirement and Survivor Support Rep (RISS)

Company Name:
Mercer
Title: Retirement and Survivor Support Rep (RISS)
Location: US-MA-Norwood
Job Number: NOR003FK
Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset - their people. Mercer''s 20,000 employees are based in more than 40 countries. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global team of professional services companies offering clients advice and solutions in the areas of risk, strategy and human capital. Responsible for offering end to end support for initiation of retirement process or notification of employee or dependent death. Representatives will deliver high touch and empathic service delivery via single point of contact through integration of all domains. The process includes rigorous follow-up with the employee or survivor through case completion. Position requires knowledge on all domains, advanced critical thinking skills, strong communication skills, the ability to multi-task, the ability to convey empathy and proper tone. The position requires the ability to work independently and in a team environment. Direct client contact is also required by responding to escalations and attending meetings surrounding the RISS product.
Daily management of open cases and new cases on retirement and death cases which includes interaction with the employee, survivors, funeral homes and/or internal Administration
Daily management of e-mailbox which includes new cases and client escalation
Run daily reports to ensure cases were directed to the RISS representatives correctly. Take ownership of any misdirected cases
Coach, Train and mentor Participant Services Representatives on RISS product including coaching on misdirected cases
Implement new clients into RISS product
Field incoming calls to support main call center during high call volume periods as needed
Assist with sensitive call outs or campaigns for Clients as needed Qualifications:
High School Diploma
Four year college degree preferred
1-2 years Participant Services experience
PSR II preferred
Business Skills
Customer Service
Attention to detail and quality
Analytical Skills
Follow up and Follow through
Identification of Trends
Escalation
Time management
Mercer's Quality programs and initiatives
Technical Skills:
Solid PC skills
System knowledge (Mercer specific systems)
Siebel
Excel, Word, Powerpoint
Professional Skills:
Communication - written and verbal
Procedure documentation
Client project management
Influencing others
Problem solving
Time management
AVAILABLE SKILL SET TRAINING
Business:
Internal and/or external PC Skills Training
Training & Development Brochure
Professional Skills Training
Customer Service Skills Training
Presentation Skills
Self-Directed:
Internal and/or external PC Skills Training
COMPETENCIES
Maintains business expertise and organization savvy
Communication
Sets high standards/Drive to improve
Influencing/Negotiating/Training
HIPAA certification
Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension and 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: . We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: .
Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet employers.
Job:Client Service

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