HR Benefits Representative (Call Center)
Nashville , Tennessee
April 06, 2017
No, this isn't one of those ordinary jobs.
Cummins is a team of dependable, innovative thinkers, who are empowered to generate and deliver solutions for customers, community, and environment. Our employees develop their careers through the challenges only a diverse, global innovator can promise. This is a collaborative culture where thinking beyond your desk is more than part of the job. It is the job.
This is what we call Working Right.
Typical Duties and Tasks
This job requires the performance of a professional and responsible individual that is able to provide excellent customer service while answering telephone inquiries from employees, retirees, line HR, and vendors. This person must exercise initiative and ownership in the performance of handling a high volume of incoming employee benefit calls and emails while being able to accurately interpret, administer, and articulate complex plan and administrative rules. Additionally, this person must be able to think logically and actively listen. This position also includes administrative tasks associated with employee enrollment and eligibility.
The call center hours of operation are from Monday - Friday, 7 a.m. - to 6 p.m. CST. All candidates must be available to work within these hours.
Job Duties
  • Make all customer calls the #1 priority. 85% phone availability
  • Handle all customer calls with the highest level of customer service in a courteous and professional manner
  • Research and resolve all customer issues and concerns using desktop resources and subject matter experts
  • Communicate accurately all plan rules and provisions
  • Document accurately and timely online call notes in a manner that others can understand the nature of the call and actions taken for resolution
  • Support Human Resources in their use of benefit resources and assigned administrative tasks (i.e., must understand resource content and administrative process)
  • Coach employee on use of external resources
  • Return all phone and email customer inquiries within 48 hours
  • Research inquiries against Callguide, SPD's and other tools/job aids
  • Share ideas for service and process improvements at team meetings
  • Maintain ongoing documentation of process and procedures
  • Perform related duties as assigned by Benefits Contact Center Manager
Required Experience & Qualifications
  • High school diploma with 2-4 years experience or an Associates Degree in the focused areas of administrative or staff support
  • 2 years of customer service experience in a benefits call center setting
  • Knowledge of employee benefits plans and administration is expected
  • Organized approach to working in a multi-task position with excellent attention to detail and deadlines with a sense of urgency
  • Ability to research and interpret benefit plan rules
  • Ability to express ideas clearly in both written and oral communication
  • Proficiency in usage of basic Microsoft Office applications
  • Proficiency in OneSource OAB, Word, Excel, Lotus Notes
Compensation and Benefits
Compensation: Base salary commensurate with experience,
Benefits: Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.
Cummins and E-verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit .

A little about us:
No, this isn't one of those ordinary jobs.

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