As part of the Call Center Implementation Liaison team, this position will provide support to MMA East's Benefits Administration operation team and the Call Center Management Team. The Liaison is accountable for facilitating the necessary level of communications between operational department to ensure that all client implementations and open enrollments are completed on time, and meet the expectations of each individual client. Additional responsibilities include the development, updates and delivery of detailed call center and MMA East client facing materials using the Resources and Forms system.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:
Work directly with MMA East's Benefits Administration client teams, to ensure that all of the latest call center and client facing plan design information is gathered and maintained in the Resources and Forms system.
Provide support to Marsh's Management Staff by continuing to develop and enhance call flow materials located in Resources and Forms, such as quick reference guide, forms and call center intranet materials.
Organize and develop all Implementation and Open Enrollment Training Materials from the teams, including all Culture Training slides. Work directly with Marsh's Training team, provide materials in their preferred format, and communicate any specific details that they will need to know about the training.
During Open Enrollment coordinate with the teams to provide necessary Benefit Analyst training support, and schedule the rooms/video conferencing equipment necessary for each class. Work with the teams to coordinate the scheduling of all clients who elect to attend the OE Training.
Work directly with Marsh's Management Staff to ensure that all client Implementation and Open Enrollment dates are agreed upon in advance, and maintain the shared Client Open Enrollment dashboard, so that the proper expectations are always set.
Gather all requirements from the Benefit Administration Team regarding all system testing needed from an Employee Advocate perspective. Work with Marsh's Management Staff and MMA East's Director of Operations, to determine if any additional Project Costs will be associated with the testing.
Drive change and process improvements within the Benefits Administration team, and Marsh's Management Team, by looking for and developing enhanced processes, and creating MMA East's Standard and Best Practices.
Primary owner of call center only implementations, and MMA East Interaction Management (TIMS) only set-up.
Work with Benefit Analysts and Technical Analysts on client inbox creation and management.
Perform other duties or special projects as assigned.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelors degree or equivalent experience in call center or call center training preferred;
Minimum 3 years of customer service or call center training experience required (health care, pharmaceutical, or telecommunications industries preferred);
Experience within a Health and Welfare consulting, benefits brokerage, human resources consulting, health care, or employee benefits related industry is highly preferred.
KNOWLEDGE, SKILLS AND ABILITIES
Strong organizational, analytical skills and strong attention to detail;
Logical problem solver with excellent follow through and detail orientation skills;
Ability to work well independently and as a team member;
Ability to multitask and successfully operate in a fast-paced work environment;
Solid interpersonal, verbal and written communication skills;
Ability to prioritize projects and meet deadlines;
Ability to successfully execute tasks while adhering to MMA East's quality standards;
Advanced computer user skills, including keyboard skills and electronic folder/file organization and management;
Knowledge of Microsoft Office Suite, including MS Word (basic to intermediate), Excel (basic to intermediate) and Access (basic);
Aptitude for learning internal systems, applications and internal work flow of the department;
Must be able to effectively interact and deal with people at all levels inside and outside of the Company.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is:
Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms;
Occasionally required to stand and walk;
Extensive use of computer and keyboard and viewing of computer screen is required;
Specific vision abilities required by this job include vision, and ability to adjust focus.
Other working conditions are normal for an office environment.
WORK LOCATION
Work is typically performed in a hybrid manner based out of our Conshohocken, PA, office.
We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 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: http://marshmma.com/careers.
