Remote Benefits Representative

Aston Carter•Boulder City, NV

1d•$21 - $21•Remote

About The Position

The Benefits Representative role sits within the Benefits team and serves as the first point of contact for employees seeking support with their benefits. You provide accurate, consistent, and timely responses to inquiries received through phone, chat, and HR case channels, while managing cases holistically from initial intake through resolution. You help employees navigate financial, health, and other benefit-related matters, ensuring compliance with benefit plans and delivering a high-quality, empathetic customer experience in a fast-paced environment.

Requirements

2+ years of experience working in Benefits or Human Resources, preferably in a contact center or shared services environment.
Strong background in customer service with a demonstrated ability to prioritize quality and customer experience.
Excellent organizational and time management skills, including the ability to manage multiple cases and tasks simultaneously.
Outstanding verbal and written communication skills for engaging clearly and professionally with employees.
Ability to understand and interpret benefit terms, programs, and plan rules.
Proven ability to act quickly and address customer issues while demonstrating strong judgment and decision-making skills.
High degree of ownership and accountability for resolving employee issues from start to finish.
Ability to handle sensitive and confidential situations with empathy, discretion, and professionalism.
Experience working in rapid and complex changing work environments, with the ability to adapt to evolving processes and priorities.
Ability to thrive in a fast-paced environment, pivoting between multiple communication channels and tasks while maintaining accuracy.
Technical aptitude and proficiency with Microsoft Office Suite or similar software tools.
Strong problem-solving and research skills to identify root causes and determine appropriate resolutions.
Demonstrated empathy and customer focus in all interactions, keeping employee needs at the center of decision making.

Nice To Haves

Experience in a contact center or shared service environment supporting HR or benefits inquiries.
Ability to adapt to a flexible working environment with changing processes and expectations.
Experience collaborating with cross-functional teams to address process issues and implement improvements.
Bilingual skills in Spanish are a plus but not required.
Exposure to benefits administration in a large corporate environment, providing insight into complex plan structures and compliance requirements.
Interest in continuous learning and staying current with changes in benefits programs and HR policies.

Responsibilities

Serve as the primary point of contact for employee benefits inquiries received via phone, chat, and HR case management tools.
Provide accurate, consistent, and timely information on benefits programs, including financial and health-related benefits, in alignment with plan rules and internal policies.
Own each employee contact from intake through resolution, ensuring every case is accepted, tracked, and closed with a high degree of problem solving and customer focus.
Manage holistic case management services by assessing employee needs, developing a case management plan, and adjusting that plan as employee circumstances change.
Demonstrate strong critical thinking and fact-finding skills to investigate issues, interpret benefit terms, and make sound decisions that support the end-to-end benefits process.
Use available resources such as frequently asked questions, knowledge base articles, and standard operating procedures to resolve inquiries, escalating cases when issues fall outside documented guidance.
Respond to employee-impacting issues that arise during benefits events, ensuring clear communication and thorough documentation even when information is limited.
Build trust with employees through empathetic, personalized conversations and by handling sensitive situations with care and discretion.
Balance adherence to established processes with the need to address individual employee needs, exercising high judgment and rationale in decision making.
Manage workload effectively to meet service level agreements (SLAs), productivity targets, and quality standards.
Prioritize tasks in a fast-paced environment, pivoting quickly between multiple communication channels while maintaining attention to detail.
Collaborate and consult regularly with partner teams to address cross-functional issues, share feedback, and support updates to policies and processes.
Contribute to continuous improvement by identifying recurring issues, suggesting enhancements to documentation, and supporting process changes.
Maintain excellent verbal and written communication when interacting with employees and internal stakeholders.
Protect confidential information and handle all employee data with professionalism and care.