Customer Service Associate II

The Customer Service Associate works as part of a team that provides quality customer service by helping client candidates, employees, retirees, and others understand, work with, and use their HR plan(s) accurately and effectively. He or she acts as a liaison for the customer and works with him or her to resolve complex questions and issues arising from inbound calls, on-line secured requests from client employees and written requests from client employees and/or HR contacts.

Activity/ Responsibility
 Handling Inbound Calls
 Greet the caller/secure the call
 Identify caller need(s) and plan resolution
 Use appropriate tools to process transaction/resolve caller issue(s)
 Document and close the call
 Create workflow/case management follow up as needed
 Making Outbound (Follow-up) Calls
 Provide resolution/request information
 Escalate/refer calls as appropriate
 Document and close the call
 Conduct Off-Phone Research/Projects
 Review workflow/case management documentation
 Investigate issues
 Interact with client/client team to resolve
 Participate in Continuous Process Improvement Activities

Result Measures
CSA-level Measures
 # of callbacks on time
 Client-specific quality measures
 Accuracy (Interaction Reliability)
 Schedule Adherence
 Efficiency (handle time, # of calls)

Client-level Measures
 Client-specific quality measures
 Customer satisfaction
 Client Satisfaction
REQUIREMENTS
Education & Certifications
 Bachelor or Associates degree in addition to one year of customer service related experience, -or- high school diploma or equivalent and two years customer service related experience.
 Nearly half of CSA hires have 1-3 years of college; one third have a bachelors degree

Work Experience
 One year of customer service related experience with a Bachelor or Associates degree
 Two years customer service related experience with a high school diploma or equivalent
 Previous call center experience is preferred
 Previous benefits and/or HR experience a plus
 Slightly less than half of CSA hires have call center experience
 Successful CSAs tend to have prior experience in CS (non-Telecom related), Hospitality, Retail and HR fields

Technical Skill-Entry
 Can apply a basic understanding of benefits legislation (COBRA, FMLA, Medicare, etc.)
 Can apply basic DB, DC, HM and MPHRO plan knowledge
 Demonstrates working knowledge of Hewitt products/tools (YBR, IVR, Navigator, YSA, etc.)
 Demonstrates working knowledge of Hewitt services (HM, DB, DC, Total Rewards, Payroll, MPHRO tools/systems, etc.)
 Proficient in using CS support tools (Callflows, Imaging, Call Tracker, HRMS Systems, etc.)
 Demonstrates working knowledge of CS work processes (Benefits payments, annual enrollment, retirement, payroll, etc.)

Technical Skill-Experienced
 Can apply an advanced understanding of benefits legislation (COBRA, FMLA, Medicare, etc.)
 Can apply advanced DB, DC, HM and MPHRO plan knowledge
 Demonstrates detailed of Hewitt products/tools (YBR, IVR, Navigator, YSA, etc.)
 Demonstrates detailed knowledge of Hewitt services (HM, DB, DC, Total Rewards, Payroll, MPHRO tools/systems, etc.)
 Fluent in using CS support tools (Callflows, Imaging, Call Tracker, HRMS Systems, etc.)
 Demonstrates comprehensive knowledge of CS work processes (Benefits payments, annual enrollment, retirement, payroll, etc.)

Other-Travel Expectations/Other Unique Role Characteristics


Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.