Customer Care Representative - HR Benefits & Finance - Remote $18/Hr

This is a remote, seasonal role open to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. The following locations are excluded: OCONUS, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Iowa, Maine, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oregon, Philadelphia (PA), Rhode Island, Vermont, Washington.

About the role

In this role, you will work as part of a team that provides quality customer care by helping client employees, retirees, and others understand, enroll in, and use their HR plans (401(k), health insurance, pension, payroll, etc.). The role resolves questions and issues arising from inbound calls, chats, secure online requests, and written requests.

Responsibilities

• Handle a high volume of inbound and outbound calls; answer questions, educate customers on benefits and HR programs, and follow up on pending cases.
• Resolve complex HR and financial issues.
• Serve as the primary point of contact for employees, retirees, and beneficiaries seeking assistance with employer-sponsored benefits and HR programs.
• Research, interpret, and explain complex policies, plan provisions, eligibility rules, and payroll-related impacts.
• Use critical thinking and problem-solving skills to resolve issues that often require navigating multiple systems, reviewing documentation, and coordinating with internal and external partners.
• Educate customers on benefit options and financial decisions while ensuring compliance with client policies and regulatory requirements.
• Process health enrollments: assist employees with enrolling in, changing, or terminating medical, dental, vision, and other benefit plans; explain eligibility rules, qualifying life events, coverage options, and enrollment deadlines.
• Support payroll-related inquiries and process changes to withholding elections, tax information, and banking details; ensure updates are completed accurately while maintaining strict security and identity verification standards.
• Process 401(k) withdrawals and contributions: educate participants on plan rules and available options; process contribution changes, loan requests, hardship withdrawals, distributions, and other retirement plan transactions in accordance with plan guidelines.
• Guide participants through retirement readiness and benefit election processes; explain available options, required documentation, payment elections, survivor benefits, and effective dates.
• Manage customer cases requiring additional investigation or follow-up; coordinate with third-party vendors, payroll teams, benefits administrators, and other stakeholders to resolve complex issues.
• Conduct outbound follow-up communications to provide status updates or complete outstanding actions.
• Navigate multiple systems and applications simultaneously; research and communicate with third parties on behalf of customers.

Requirements

• Minimum education: High School/GED