Service Corporation International (SCI)

  • Corporate - Benefit Service Representative

    Job Locations US-LA-Jefferson
    Associate Requisition ID
    Req.76584
    # of Openings
    1
    Category (Portal Searching)
    Human Resources
    Type
    Full-Time
    Postal
    70121
    Source
    SCI
  • Overview & Responsibilities

    GENERAL ACCOUNTABILITIES

    Delivers exceptional customer service to ensure efficient administration of health & welfare benefits and total absence management

     

    SPECIFIC RESPONSBILITIES 

     

    Level I

    • Performs customer service support by responding professionally tocustomer inquiries:
    • Responds to inbound phone calls and ensure that effective action is taken 
    • Assists associates in using web based service tools
    • Initiates outgoing calls when call back is required (includes leave of absence initial acknowledgement outreach call)
    • Uses procedures, policy manuals, knowledge base and other reference materials to assist in answering customer (associates/manager/former associate) inquiries and resolving customer issues
    • Uses call tracking/monitoring system to document all customer inquiries, issues and transactions
    • Completes Workday Benefit inbox transactions such as service dates, Benefits Annual Rate and other benefit related fields associated with new hire business process
    • Processes benefit enrollment for open enrollment and qualified status changes
    • Uses case management system (HEAT) to log more complex issues to assign to Level II Representative
    • Responds to inquiries concerning benefits enrollment process and time off plans
    • Determines eligibility based on benefit program requirements
    • Provides Workday and inSCIder navigational support to caller (associate/manager/former associate)
    • Redirects callers to benefit providers as needed
    • Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures and technologies
    • Assists with implementation of programs, policies, and services provided by the company by acting as the associate’s first line of contact
    • Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer associate inquiries

    Requirements & Qualifications

    EDUCATION/Experience/MINIMUM Requirements

     

    • Education:
    • High school diploma or GED equivalent
    • Certification/License:
    • CEBS or CBP Preferred
    • 1-2 years in customer service, call center environment
    • Bilingual Spanish/English a plus

     

     

    Knowledge, Skills & Abilities:

    • Proficient in Microsoft office tools to include Word and Excel
    • Proficient problem solving and decision making skills
    • Strong customer service focus
    • Proficient knowledge of benefit terms and the laws and regulations (federal, state and local) related to benefit plans such as ERISA, COBRA, HIPAA, ADA, FMLA and the interrelationship of each
    • Proficient in HRIS/Payroll systems in one or more of the following:
      • PeopleSoft
      • Oracle
      • Workday
      • SAP
    • Excellent interpersonal skills, oral and written communication skills (includes ability to modify communication style based on circumstance, ability to influence others)
    • Ability to multi-task between competing priorities
    • Ability to work effectively with people at all levels of the company
    • Ability to work in an effective team environment (includes ability to work independently and in group setting, ability to acknowledge another’s point of view, and perhaps modify one’s own accordingly)
    • Detail oriented and demonstrated commitment to completing assigned responsibilities with a high level of accuracy and timeliness

     Strong demonstration of flexibility and adaptability (flexible when things change, open to new ideas and concepts, champions change)

     

    Work Conditions

    Work Environment

    • Work indoors during all seasons and weather conditions.
    • Limited amount of local and/or multiple location traveling required

    Work Postures

    • Sitting continuously for many hours per day, up to 6 hours per day

    Physical Demands

    • Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

     

    Work Hours

    • Working beyond “standard” hours as the need arises

    SCI Overview

    Who we are. What we do.

     

    We’re more than North America’s largest provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 20,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe.

     

    We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. We believe creating meaningful ways to pay tribute to a loved one begins with compassion and is shaped by the understanding that each life is truly unique. For us, there is no greater responsibility than honoring and preserving the story of one’s life.

     

    Benefits Options:

    • Health benefits (medical, dental, vision, life)
    • 401K Retirement Savings Plan with company match
    • Vacation and sick time
    • Tuition reimbursement
    • Funeral discounts, and more

    SCI offers advanced on-line training resources, career advancement opportunities in the largest organization in the industry, attractive benefits, and a wonderful community to serve with plenty of culture and personality. For additional information regarding our company, please visit our corporate site at www.sci-corp.com.

     

    As used herein, “SCI” refers to Service Corporation International and its affiliated companies.

     

    Equal Opportunity Employer, M/F/D/V

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