Senior Participant Services Representative

Company Name:
Title: Senior Participant Services Representative
Location: US-MA-Norwood
Job Number: NOR003F0
Mercer is a globalconsulting leader in talent, health, retirement and investments. Mercer helpsclients around the world advance the health, wealth and performance of theirmost vital asset - their people. Mercer''s 20,000 employees are based in morethan 40 countries. If you thrive on challenge, are passionate about ideas, lovesolving problems and truly enjoy connecting with people, we encourage you toexplore the hundreds of job opportunities available through Mercer. Our corestrengths place Mercer in a unique position to help our clients achieve theextraordinary - and extraordinary results require extraordinary people. Merceris a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), aglobal team of professional services companies offering clients advice andsolutions in the areas of risk, strategy and human capital. The Senior Participant Services Representative assists the Participant ServicesTeam Leader in managing a team of participant services representatives toprovide superior customer service. Senior Participant Services Representativesare responsible for monitoring call quality, assisting with achieving servicelevel agreements, training and adherence. Providing feedback, coaching anddevelopment are also requirements. In addition to representative management anddevelopment, Senior Participant Services Representatives are responsible forhandling escalated calls, taking inbound calls when necessary to meet servicelevel agreements and varied project work.
Serves as a subject matter expert on domains and plans team supports
Assists with floor walking to develop newly trained PSRs
Assists with training
Handles escalations and properly escalates repeat callers and escalations
Assists with attaining service levels by taking calls on high volume days
Builds and maintains relationships and partnerships with administration teams
Works with administration teams to ensure the knowledge base is kept up to date and accurate
Case Management
Quality monitoring focusing on case management accuracy
Timeliness of call backs and service request completion
Supports Team Leader
Managing and developing PSRs
Provides feedback/coaching to PSRs
Participates in cross site meetings, calibration meetings and team meetings
Screens potential job candidates and provides feedback to Team Leader
Assists with monitoring adherence, service levels, queue of calls and teams off-phones activities
Completes assigned projects 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
Time management
Mercer's Quality programs and initiatives
Technical Skills:
Solid PC skills
System knowledge (Mercer specific systems)
Excel, Word, PowerPoint
Professional Skills:
Communication - written and verbal
Procedure documentation
Client project management
Influencing others
Problem solving
Time management
Internal and/or external PC Skills Training
Training & Development Brochure
Professional Skills Training
Customer Service Skills Training
Presentation Skills
Internal and/or external PC Skills Training
Maintains business expertise and organization savvy
Sets high standards/Drive to improve
HIPAA Certification
Marsh & McLennan Companies offerscompetitive salaries and comprehensive benefits and programs including: healthand welfare, tuition assistance, 401K, employee assistance program, domesticpartnership benefits, career mobility, employee network groups, volunteeropportunities, and other programs. For more information about our company,please visit us at: . We embrace aculture that celebrates and promotes the many backgrounds, heritages andperspectives of our colleagues and clients. For more information, please visitus at: .
Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet employers. Job:Client Service

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