Benefits Call Center Representative REMOTE

Aston Carter•Dallas, TX

2d•$21 - $21•Remote

About The Position

The Benefits HR Assistant II role sits within a live HR support team dedicated to providing accurate, consistent, and timely benefits-related assistance to employees through multiple contact channels, including phone, chat, and HR case management systems. In this position, you serve as the first point of contact for employee inquiries related to financial, health, and other benefit programs, taking ownership of each case from intake through resolution. You apply critical thinking and sound judgment to interpret benefit plans, resolve issues, and ensure compliance, while delivering empathetic, high-quality customer service. This role offers the opportunity to support a large employee population, influence benefits processes, and contribute to continuous improvement in a dynamic, fast-paced environment.

Requirements

2+ years of experience working in benefits or human resources, preferably in a contact center or shared services environment.
Proven experience delivering outstanding customer service in a fast-paced, high-volume setting.
Excellent verbal and written communication skills with the ability to explain complex benefit concepts in a clear and understandable way.
Strong organizational and time management skills, with the ability to manage multiple cases and priorities simultaneously.
Ability to understand and interpret benefit terms, programs, and related documentation.
Demonstrated critical thinking and sound judgment to make decisions and resolve employee issues effectively.
High degree of ownership and accountability for case resolution and employee satisfaction.
Ability to handle sensitive and confidential situations with empathy, professionalism, and discretion.
Comfort working in rapidly changing and complex work environments, adapting quickly to new processes and information.
Ability to work effectively in a flexible, fast-paced environment, pivoting between communication channels and tasks as needed.
Technical aptitude and proficiency with Microsoft Office Suite or similar software applications.
Experience supporting benefits administration activities or processes.

Nice To Haves

Bilingual proficiency in Spanish is a plus but not required.
Experience in a shared services or HR contact center environment supporting a large employee population.
Demonstrated ability to contribute to process improvements and policy enhancements through collaboration with cross-functional teams.
Strong attention to detail and accuracy in documentation, case notes, and communications.
Motivation to grow within HR and benefits administration and gain experience with large corporate programs.

Responsibilities

Serve as the first point of contact for employees seeking assistance with benefits-related questions and issues across phone, chat, and HR case channels.
Provide holistic case management services for benefits inquiries, including financial, health, and internal review matters in alignment with established benefit plans and policies.
Take full ownership of employee contacts, ensuring each case is accepted, investigated, and resolved with a strong focus on problem solving and customer experience.
Build trust with employees by engaging in empathetic, personalized conversations and tailoring the case management plan to each individual’s changing needs.
Use critical thinking and high judgment to interpret benefit terms and programs, balancing process adherence with the unique needs of each employee.
Research and resolve inquiries by leveraging FAQs, knowledge base articles, standard operating procedures, and other documentation, escalating cases when issues cannot be resolved at the first level.
Respond promptly to employee-impacting issues that arise during benefits events and ensure clear, accurate, and timely communication and documentation, even when information is limited.
Manage workload effectively to meet established service level agreements (SLAs), productivity targets, and quality standards.
Prioritize tasks and manage time efficiently in a fast-paced environment, pivoting quickly between multiple communication channels and case types.
Collaborate and consult with partner teams on process changes and cross-functional issues to help improve policies, procedures, and employee experience.
Handle sensitive employee situations with a high degree of care, empathy, and confidentiality.
Maintain accurate records of interactions and case progress within the HR systems and tools used by the team.
Continuously learn and stay current on benefit plans, program updates, and process changes to provide up-to-date guidance to employees.