Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

RESEARCH TECHNICIAN, School of Medicine, Anatomy & Neurobiology

Trustmark

RESEARCH TECHNICIAN, School of Medicine, Anatomy & Neurobiology

Lake Forest, IL
Full Time
Paid
  • Responsibilities

    At Trustmark we help people thrive. We provide products and personalized attention that engage and inspire people to maximize their health potential. We offer employee benefits customized to fit each unique business need or life circumstance. It all revolves around our belief that better health and greater financial security increase overall well-being. And with well-being comes peace of mind. Peace of mind to focus on work and family and everything else that’s important in life. Peace of mind to thrive.

     

    Voluntary Benefits (Voluntary), a Trustmark company, is seeking a Senior Customer Care Representative in our Lake Forest, IL headquarters to answer client service calls accurately and effectively and to proactively address and quickly resolve all inbound customer inquiries. To be successful in the role, you must be able to think on your feet and plan ahead while working with customers in order to find solutions quickly and accurately while providing quality customer service.   

     

    PLEASE NOTE THAT THIS POSITION WILL BE PERFORMED REMOTELY UNTIL WE RETURN TO WORK WHICH IS CURRENTLY SLATED TO BE IN JANUARY, 2022.  ONCE THAT OCCURS, THIS POSITION WILL BE A PERFORMED AS A HYBRID POSITION WORKING 3 DAYS IN THE OFFICE AND 2 DAYS REMOTELY.  

     

    OBJECTIVE:  This is a vital, customer-facing position to our customers. We strive to make every contact with our customers a positive one. It is the hallmark of what we do to create a best in class service organization. You will be responding to inbound customer call inquiries and problem solve by providing information, processing basic customer profile changes or directing requests to other functional business teams. This role is expected to negotiate and provide alternatives and options during phone calls. You will need to demonstrate the ability to gather information and make appropriate decisions focusing on first call resolution.  

     

    RESPONSIBILITIES INCLUDE:

    CUSTOMER SERVICE:

    • Masters the internal business rules, processes and processing systems that support VB products, to provide immediate and professional service responses to customers.
    • Provides professional, courteous, timely and accurate responses to requests for assistance instilling confidence in the company and, therefore, creating a favorable company image.
    • Demonstrates tact and sound judgment in all interactions with both internal/external customers and a willingness to research both internal/external customer inquiries, including following up to ensure resolution and satisfaction.
    • Possesses good interpersonal skills to understand customers’ inquiries or complaints and deals effectively with people who may be worried, frustrated or upset.
    • Multi-tasks with several administrative systems while providing service to our customers.
    • Focuses on meeting and/or exceeding department metrics, including first call resolution.
    • Coordinates and communicates effectively with team to establish a culture of learning and high performance and assists team members when appropriate.
    • Assist customers in navigating company web applications and communicating through virtual platforms such as Microsoft Teams and Webex.

      

     

    PRODUCT AND INSURANCE KNOWLEDGE:

    • Develops working knowledge of VBS products, features, regulatory requirements and departmental standards and goals. Is able to interpret policy provisions and understand how our products are positioned in the industry.
    • Identifies the customers’ needs and educates and restates the benefits of their product. Because the broker is not always available, you must be responsible for educating our customers and providing options available to them based on their requests.
    • Educates and provides options to customers on the portability of their product that will drive customer satisfaction and improve company persistency results.
    • Other duties, as assigned.

     

     QUALIFICATIONS INCLUDE:

    • Must be able to work Monday – Friday:  9:45 - 6:00 pm.
    • Must have 3 years’ work experience in call center environment OR internal applicants with prior customer service and/or Voluntary benefits experience will be considered.
    • Proficiency in MS office, including Outlook, Word and Excel are required.
    • Prior experience in insurance or employee benefits operations is preferred.
    • Strong customer service skills including the ability to establish rapport with customer while maintaining a commitment to customer satisfaction.
    • Must possess strong reasoning and analytical skills and resolve issues for customers quickly and accurately while maneuvering between many systems/screens while assisting customers on the phone.
    • Must have experience working in a performance measured environment with quality metrics.

     

    Come join Trustmark!  Join a team that will not only utilize your current skills, but will enhance them as well. Trustmark benefits include a 37-1/2-hour work week all year round, a very generous 401(k) match, onsite fitness center,  health and wellness initiatives plus much more. 

     

    All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.

     

     Trustmark is pleased to have earned recognition from the Chicago Tribune as a Chicago Top Workplaces 2020 Award winner.

    []

     

    Required Skills Required Experience

  • Qualifications
    • Must be able to read or write
    • Required to have HACCP certification

     

    OSI believes all persons have the right to be treated with dignity and respect. It is the policy of OSI  to provide equal employment opportunity (EEO) to all persons regardless of age, national origin, gender, race, color, religion, pregnancy, gender identity, sexual orientation, protected veteran status, disability, or any other characteristic protected by federal, state or local law.  All applicants will receive consideration for employment based on merit, qualifications and business needs. OSI participates in the E-Verify program.