Senior Executive - SEG Operations

Company:

Mercer

Description:

Helps review, research, and respond (via phone or e-mail) to basic and routine inbound calls, emails, and internet inquiries for external clients that do not require deviation from standard screens, scripts, and procedures with the assistance of a computerized system.

Completes assigned tasks to contribute to the creation of customer service strategies; helps to document client needs

Monitors, documents, and performs basic research for client requests, follows direction to help perform needs analysis, and performs simple usage tracking duties

Escalates customer service inquiries to the proper party quickly and accurately

Assists colleagues in documenting procedural changes and modifications to processes within the customer service department.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.