Benefits Call Center Representative *REMOTE

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.