PSN Call Center Specialist

Deloitte Services LP provides a wide variety of internal support services to Deloitte & Touche USA LLP and its subsidiaries and their people. Deloitte Services LP is comprised of Operations, Financial Support Services, Information Technology, Marketing & Communications, Human Resources and more. As with all the businesses within Deloitte & Touche USA LLP and its subsidiaries, a core set of competencies is associated with each of these businesses. An overall understanding of quality client service, a proven track record of working in multifunctional teams and across multiple geographies, strong business acumen and the instinct to think and act globally are essential for advancement within Deloitte Services LP.   Job Responsibilities: - Responsible for answering incoming calls and emails relating to HR/Benefits support and PriorityPlus service for partners, principals, and directors.  This is done in a call center environment with the ability to meet key performance indicators such as first call resolution, average answer speed, and call quality which includes participating in individual and group coaching sessions.  Scope of support responsibility spans the firm sponsored medical and benefits plans as well as other areas of Human Resources and Payroll. - Maintains strong working knowledge of computers, call center tools, and firm applications. - Empathizes with the customer and takes ownership of their problem to drive to a solution. - Makes decisions and conveys confidence to recognize and escalate situations as deemed necessary. - Monitors customer satisfaction levels and participates in developing improvement plans. - Performs real-time trend analysis to identify and work to resolve:     - carrier issues impacting Deloitte health and welfare plans - Uses computerized system for tracking, information gathering, documenting for legal compliance, and problem resolution. - Serves as a frontline liaison with insurance carriers and service providers to resolve eligibility, claims, and service issues. - Takes the frontline responsibility for problem identification & elimination.  Provides recommendations to update, simplify, and enhance processes, procedures, and technologies. - Contributes to the knowledge management database. - Provides frontline support for anyone reporting a firm emergency inclusive of Assessment, Response, and Recovery. - Actively participates in Call Quality program to include monitoring, coaching, and peer-to-peer feedback sessions. - Ensures information provided to employees and partners and processes followed are in compliance with firm policies and State and Federal Regulations (e.g.  General Counsel, HIPAA, PII, ERISA, IRS) - Cross trains new analysts on core systems and processes and "double plugging" for realtime training - Actively performs a role in the firm's Emergency Response Plan, taking home the assigned laptop each night in case of redeployment to another facility as part of the BCP.  - Associates or Bachelors degree preferred - 1-3 years experience preferred with Call Center and/or HR Service Delivery - Proven performance in customer service excellence and problem solving - Strong listening ability and telephone/call handling skills - Proven ability to multi-task & work in an ever changing environment - Demonstrated excellence with oral and written communications - Microsoft Office experience - Scheduling flexibility to include working overtime based upon client demands (e.g. Seasonal Open Enrollment Periods) as well as responding to PSN role in the National Emergency Plan - Ability to stay cool under pressure and maintain confidentiality - Ability to apply knowledge in new and undocumented incidents, based on understanding of:     - interdependencies of systems     - workflow requirements within the firm's processes     - underlying infrastructureof the firm's applications About DeloitteDeloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its member firms. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Deloitte LLP and its subsidiaries are equal opportunity employers.