Key Responsibilities+ Quickly build rapport and respond to plan participants in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message+ Ability to customize customer service approach to meet all types of communication styles and personalities while maintaining professionalism and diplomacy during difficult calls+ Safeguard confidential information (e.g., medical, health, financial, personal, etc.) with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements+ Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.+ These include the duties and responsibilities listed above, as well as the ability to adhere to company policies, exercise sound judgment, effectively manage stress and work respectfully with others, exhibit trustworthiness and professionalism, and safeguard confidential information of participants (e.g., medical, health, financial, personal, etc.), WTW business operations and the Company's reputation.