Benefits Customer Support (100% Remote)

Aston Carter•Atlanta, GA

1d•$21 - $21•Remote

About The Position

We are currently seeking to hire multiple remote positions to support our client's organizational employees within their US Benefits team. This team serves as a first point of contact for employees seeking assistance with their benefit programs. This employee support role provides accurate, consistent, and timely responses to inquiries received through phone, chat, and HR case channels, and delivers holistic case management across financial, health, and internal review processes. These positions build trust by offering empathetic, personalized support, ensuring issues are resolved in line with benefit plan requirements while maintaining a strong focus on quality, compliance, and customer experience in a fast-paced, remote environment.

Requirements

Minimum of 2+ years of customer and/or employee support experience, preferably in a contact center or shared service environment.
Knowledge of benefits industry and/or terminology.
Demonstrated experience working in rapid and complex changing work environments.
Strong customer service focus with the ability to prioritize quality and overall customer experience.
Excellent verbal and written communication skills, with the ability to clearly explain benefit terms and programs.
Ability to understand and interpret benefit terms, programs, and related documentation.
Strong organizational and time management skills, with the ability to manage multiple cases and tasks simultaneously.
Proven problem-solving skills, including critical thinking and fact-finding to support sound decision-making.
High degree of ownership and accountability for resolving employee inquiries and cases.
Ability to handle sensitive situations with care, empathy, and professionalism.
Comfort working in a fast-paced environment that requires frequent prioritization, quick pivots between communication forms, and consistent follow-through.
Technical aptitude and proficiency with Microsoft Office Suite or similar software tools.
Outstanding customer service and communication skills in a service-oriented environment.
Ability to adapt to a flexible working environment and adjust to changing processes and priorities.

Nice To Haves

Experience in a contact center or shared service HR environment supporting benefits administration.
Demonstrated ability to collaborate with cross-functional teams to resolve issues and improve processes.
Experience using knowledge bases, FAQs, and standard operating procedures to resolve employee inquiries.
Ability to exercise strong judgment and decision-making when addressing customer issues.

Responsibilities

Serve as the first point of contact for employees with questions or issues related to US benefits, including financial and health benefits, through phone, chat, and HR case channels.
Provide accurate, consistent, and timely responses to employee inquiries by leveraging frequently asked questions, knowledge base articles, and standard operating procedures.
Manage employee cases holistically from intake through resolution, ensuring each case is accepted, tracked, and closed with a high degree of ownership and accountability.
Assess each employee’s situation and adjust the case management plan as their needs change, delivering empathetic and personalized support throughout the process.
Apply critical thinking, fact-finding, and sound judgment to make decisions that support the benefits process and ensure compliance with corresponding benefit plans.
Balance adherence to established processes with the need to address individual employee circumstances, always prioritizing quality and customer experience.
Respond to issues that arise during benefits events, ensuring appropriate communication, documentation, and follow-up, even when information is limited.
Collaborate and consult with partner and cross-functional teams on process changes, helping to resolve cross-functional issues and support updates to policies and procedures.
Effectively manage workload to meet service level agreements (SLAs), productivity goals, and quality standards in a dynamic environment.
Quickly pivot between multiple communication channels and tasks while maintaining attention to detail and consistent follow-through.
Handle sensitive and confidential situations with care, empathy, and professionalism, building trust with employees.
Continuously stay informed about benefit terms and programs to ensure accurate guidance and support to employees.