Customer Service Analyst - NA Call Center - MMC - Louisville
Company Name:
Marsh & McLennan Companies, Inc. (MMC)
Title: Customer Service Analyst - NA Call Center - MMC - Louisville
Location: KY-Louisville
Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital. It is the parent company of a number of the world's leading risk experts and specialty consultants, including Marsh, the insurance broker and risk advisor; Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; and Oliver Wyman, the management consultancy. With over 50,000 employees worldwide and annual revenue of approximately $10 billion, Marsh & McLennan Companies provides analysis, advice and transactional capabilities to clients in more than 100 countries. Its stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges.
Marsh & McLennan Companies Corporate serves as an internal business function providing infrastructure and operational services to our family of companies. Through a shared vision and best practices, we provide efficient and sustainable solutions to meet internal customer business needs. We are looking for talented and motivated individuals to join our team!
Position Summary
This position is responsible for providing general HR assistance and issue resolution for inquiries from MMC colleagues. They will communicate with impact, apply critical thinking and drive to provide world class service within a fast paced, team-orientated environment. This position requires fundamental HR generalist knowledge within the areas of Payroll, Benefits, Employee Records, Compensation, and Talent and will need to understand the company's HR policies and procedures.
Responsibility
1 Answer incoming calls, emails or chat sessions from MMC colleagues and provide accurate answers and detailed information to their HR inquiries. These inquiries are to be handled by communicating in a clear, concise and confident manner in order to provide excellent customer service experiences. Research complex issues and provide timely, accurate resolution. This may include contacting internal support groups and 3rd party vendors and following up via an outbound call to the colleague.
2 Using available resources (service center tools, knowledge system and other company procedures and process materials) document all inquiries and interactions with the colleagues and other internal / third party participants, monitor colleague requests, and research and identify required information to resolve colleague inquiries and forward to the appropriate group for resolution as necessary. Share with other team members or manager any opportunities for process improvements.
3 Create, document and route open cases appropriately and in accordance to the standard operating procedures for additional follow up or escalation. Liaise with other departments to ensure timely research and problem resolution.
4 Perform other duties or special projects as assigned.
Education(degree / diploma)
HS, Bachelors Degree desired
Experience
1-3 Year demonstrated customer service or call center experience 1-3 Years Human Resource experience 1-3 Years Payroll experience
Knowledge and skills(general and technical)
o Fundamental HR Generalist Knowledge
o Solid interpersonal, verbal and written communication skills
o Demonstrated ability to provide superior customer service
o Demonstrated ability to focus on results versus the effort achieving the results.
o Requires strong active and passive listen skills in order to effectively identify the purpose of the call, the root cause of the issue and sense of urgency
o Excellent troubleshooting, decision making and problem solving skills
o Requires a determined, disciplined approach in investigating issues, to ensure effective time management and quick resolution in order to build rapport and establish confidence in the Service Center
o Requires one to be analytical, resourceful, diplomatic, flexible, enthusiastic, energetic and professional.
o Ability to multitask and successfully operate in a fast-paced work environment
o Ability to follow through on and successfully execute tasks while adhering to specified quality standards
o Case Management Skills preferred
o PeopleSoft System or other HR Records System experience preferred
o Proficiency in Microsoft Office Suite
o Proficiency in use of PC such as keyboard skills and electronic folder/file organization and management
o Aptitude for learning internal systems, applications and internal work flow of the department
Other requirements(licenses, certifications, specialized training)
HR Certification desired
Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension and 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: /. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us .
Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet employersEstimated Salary: $20 to $28 per hour based on qualifications.
Marsh & McLennan Companies, Inc. (MMC)
Title: Customer Service Analyst - NA Call Center - MMC - Louisville
Location: KY-Louisville
Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital. It is the parent company of a number of the world's leading risk experts and specialty consultants, including Marsh, the insurance broker and risk advisor; Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; and Oliver Wyman, the management consultancy. With over 50,000 employees worldwide and annual revenue of approximately $10 billion, Marsh & McLennan Companies provides analysis, advice and transactional capabilities to clients in more than 100 countries. Its stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges.
Marsh & McLennan Companies Corporate serves as an internal business function providing infrastructure and operational services to our family of companies. Through a shared vision and best practices, we provide efficient and sustainable solutions to meet internal customer business needs. We are looking for talented and motivated individuals to join our team!
Position Summary
This position is responsible for providing general HR assistance and issue resolution for inquiries from MMC colleagues. They will communicate with impact, apply critical thinking and drive to provide world class service within a fast paced, team-orientated environment. This position requires fundamental HR generalist knowledge within the areas of Payroll, Benefits, Employee Records, Compensation, and Talent and will need to understand the company's HR policies and procedures.
Responsibility
1 Answer incoming calls, emails or chat sessions from MMC colleagues and provide accurate answers and detailed information to their HR inquiries. These inquiries are to be handled by communicating in a clear, concise and confident manner in order to provide excellent customer service experiences. Research complex issues and provide timely, accurate resolution. This may include contacting internal support groups and 3rd party vendors and following up via an outbound call to the colleague.
2 Using available resources (service center tools, knowledge system and other company procedures and process materials) document all inquiries and interactions with the colleagues and other internal / third party participants, monitor colleague requests, and research and identify required information to resolve colleague inquiries and forward to the appropriate group for resolution as necessary. Share with other team members or manager any opportunities for process improvements.
3 Create, document and route open cases appropriately and in accordance to the standard operating procedures for additional follow up or escalation. Liaise with other departments to ensure timely research and problem resolution.
4 Perform other duties or special projects as assigned.
Education(degree / diploma)
HS, Bachelors Degree desired
Experience
1-3 Year demonstrated customer service or call center experience 1-3 Years Human Resource experience 1-3 Years Payroll experience
Knowledge and skills(general and technical)
o Fundamental HR Generalist Knowledge
o Solid interpersonal, verbal and written communication skills
o Demonstrated ability to provide superior customer service
o Demonstrated ability to focus on results versus the effort achieving the results.
o Requires strong active and passive listen skills in order to effectively identify the purpose of the call, the root cause of the issue and sense of urgency
o Excellent troubleshooting, decision making and problem solving skills
o Requires a determined, disciplined approach in investigating issues, to ensure effective time management and quick resolution in order to build rapport and establish confidence in the Service Center
o Requires one to be analytical, resourceful, diplomatic, flexible, enthusiastic, energetic and professional.
o Ability to multitask and successfully operate in a fast-paced work environment
o Ability to follow through on and successfully execute tasks while adhering to specified quality standards
o Case Management Skills preferred
o PeopleSoft System or other HR Records System experience preferred
o Proficiency in Microsoft Office Suite
o Proficiency in use of PC such as keyboard skills and electronic folder/file organization and management
o Aptitude for learning internal systems, applications and internal work flow of the department
Other requirements(licenses, certifications, specialized training)
HR Certification desired
Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension and 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: /. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us .
Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet employersEstimated Salary: $20 to $28 per hour based on qualifications.
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