Benefits Call Center Representative *REMOTE

About the role

Join the Benefits team as a US Benefits HR Assistant II and provide accurate, consistent, and timely HR assistance to employees across the organization. In this role, you serve as the first point of contact for benefits-related inquiries and provide holistic case management support covering financial, health, and compliance aspects of employee benefit plans. You build trust through empathetic, personalized interactions and ensure that each employee receives clear guidance and effective resolution to their benefits questions and issues.

Responsibilities

• Serve as the first point of contact for employees seeking assistance with benefits-related inquiries via phone and HR case channels.
• Provide holistic case management support for employee benefits, including financial, health, and internal review components in alignment with benefit plan requirements.
• Take full ownership of employee contacts from intake through resolution, ensuring each case is handled with a high degree of problem solving and customer focus.
• Build employee trust through empathetic, personalized conversations and tailor case management plans to each employee’s changing needs.
• Manage an active workload effectively to meet service level agreements and productivity goals while maintaining high-quality standards.
• Use high judgment and critical thinking to balance adherence to established processes with responsiveness to individual employee needs.
• Research and resolve inquiries using available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures, escalating cases when appropriate.
• Respond promptly to employee-impacting issues that arise during benefits events and ensure clear communication and thorough documentation, even when information is limited.
• Consult and collaborate regularly with partner teams to resolve cross-functional issues and support updates and improvements to benefits policies and processes.
• Maintain accurate records of all employee interactions and case activities in the appropriate systems.
• Prioritize work effectively in a fast-paced environment, pivoting quickly between communication channels while maintaining attention to detail.
• Demonstrate strong judgment and decision-making when addressing complex or sensitive employee situations with care and empathy.

Essential Skills

• 2+ years of experience working in benefits or human resources, in a contact center or shared service environment.
• Experience working in rapidly changing and complex work environments.
• Strong customer service focus with the ability to prioritize quality and employee experience.
• Excellent verbal and written communication skills.
• Ability to understand benefit terms, programs, and related processes.
• Demonstrated ability to act quickly and address customer issues while exercising strong judgment and decision-making.
• High degree of ownership and accountability when managing employee cases.
• Ability to handle sensitive situations with care, discretion, and empathy.
• Excellent organizational and time management skills with the ability to manage multiple cases and tasks simultaneously.
• Able to work effectively in a fast-paced environment and pivot quickly between different communication channels and tasks.
• Strong attention to detail and follow-through while keeping employee needs at the forefront.
• Technical aptitude and proficiency with Microsoft Office Suite or similar software tools.

Additional Skills & Qualifications

• Experience in a contact center or shared service environment supporting HR or benefits inquiries.
• Outstanding customer service skills with a demonstrated ability to build rapport and trust with employees.
• Ability to adapt to a flexible working environment and evolving processes.
• Strong problem-solving and research skills to identify root causes and appropriate resolutions.
• Bilingual proficiency in Spanish is a plus but not required.