Team Leader for the Adminstration Team

The Case Coordinator is responsible for the overall quality, accountability and accuracy of case management in Participant Services. The Case Coordinator will oversee each case opened in the Siebel system and follows through to completion. In addition, they will provide coaching and training to Participant Services Representatives and is a reporting and analytical resource to the Administrations team. Additionally the Case coordinator is responsible for Retirement/Survivor Services. This role is a critical component to delivering quality participant and customer service.

  • Daily review of all Siebel cases for accuracy
  • Workflow of cases to the case processing team
  • Follow up and follow through of all cases to completion
  • Call backs for more technical calls
  • Escalation of observations and any immediate needs to the Administration Teams
  • Participation in Client and Administration team meetings
  • Ensure cases are closed consistent with client SLA
  • Coach/Train Participant Services Representatives to first call resolution
  • Identification of training opportunities: tactical and strategic
  • Review reports daily, provide analytics and trends of client case management: Aged cases, Repeat Callers
  • Communication of Trends and Analysis to Administration
  • Knowledge Base update recommendations (to support FCR)
  • Client Implementation: support for new clients to Mercer and clients transitioning to this support model
  • Retirement and Survivor Services


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