Customer Service Representative - Work From Home

Job Description

WTW has an exciting seasonal opportunity for a motivated Customer Service Representative in its Via Benefits business. This role involves managing customer relationships, working in a high‑volume environment, and providing a great customer experience to drive loyalty. Your goal as a Customer Service Representative is to be an advocate for our participants and assist them with enrollment questions, applications, general concerns and questions about their accounts.

You will spend approximately 95% of your day in phone conversations exercising patience, kindness, and expertise.

Although this temporary role is open for remote work, you must be a current resident of Alabama, Arkansas, Arizona, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, Nebraska, Nevada, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, or Wyoming to be considered for this role.

Customer Service Representatives will start at $16.50/hr and will be eligible for overtime when required during peak season. In addition to remote work, you are eligible for the WTW 401(k) Savings Plan, the Employee Assistance Program (EAP), the Commuter Accounts program and any other benefits required by law.

• Use a consultative approach to finalize participants' applications in a structured process and clearly articulate application verbiage to meet legal requirements.

• Advocate for participants and assist them with enrollment issues, applications, general questions and concerns, and facilitate their Health Reimbursement Accounts (HRA).

• Advocate for actively employed participants and support them with debit card issues, general questions, and facilitate enrolled funding benefit plans, including HSA, FSA, commuter and other available benefits.

• Provide administrative support to internal teams and participants through task assignments supporting enrollments, HRA and general issues, including outreach and auditing responsibilities.
• All specialties have common responsibilities and requirements.

• Listen, assess, and understand client needs and questions using a consultive approach.
• Finalize the participant's application through a structured process.
• Accurately track and report outbound contact attempts and identify possible trends.
• Follow all compliance regulations for service and application inquiries.
• Identify the root cause of issues and effectively communicate solutions to participants.
• Effectively and empathetically assist participants over the phone.
• Work effectively in multiple internal systems to solve problems.
• Show patience and kindness to deescalate concerned callers.
• Ensure internal and external service levels are met in a timely and high‑quality manner.
• Receive direction and coaching to improve performance.
• Other duties as assigned.

• This position can be performed remotely from any of the states listed above; or the option to work in‑office is available in South Jordan, Utah, Richardson, Texas, and Tempe, Arizona.
• Schedules are typically 40‑hour work weeks (overtime may be required during peak season) and will vary based on business needs between the hours of 8am – 7pm EST (7am – 6pm CST), including some Saturdays. For the AFR role, business hours are 8am – 8pm EST (7am – 7pm CST), including some Saturdays. While we try our best to accommodate specific requests, we cannot guarantee specific schedules.

• Technical proficiency: manage multiple open computer windows, use Microsoft Office, and learn new computer systems.
• Ability to read, analyze, and interpret documents and detailed correspondence, procedure manuals, and applications.
• Must complete a paid intensive training program and pass a final test; training covers computer systems, Medicare, enrollment, fundamentals of a Health Reimbursement Account (HRA), compliance regulations, and…