Customer Care Representative HR Benefits & Finance - Remote $18

Military Spouse Corporate Career Network

1d•Remote

About The Position

This remote Customer Care Representative role supports client employees, retirees, and beneficiaries with understanding, enrolling in, and using employer-sponsored HR and financial plans, including 401(k), health insurance, pension, and payroll programs. The representative handles questions and issues received through inbound calls, chats, secure online requests, and written requests, and resolves complex matters by researching policies, plan provisions, eligibility rules, and payroll impacts. The role includes processing health benefit enrollments and changes; payroll tax and direct-deposit updates; 401(k) contribution changes, loans, hardship withdrawals, distributions, and other transactions; and retirement elections. Representatives manage cases requiring research and follow-up, coordinate with vendors and internal teams, and communicate case status or outstanding actions to customers. The position is remote but excludes the locations listed in the posting. Training is scheduled Monday through Friday, 9:00 a.m.–5:30 p.m. EST, for approximately three weeks and is mandatory, with no time off approved. After training, representatives must be available for shifts between 8:00 a.m. and 9:00 p.m. EST, Monday through Friday, and for overtime.

Requirements

High school degree or equivalent.
Strong verbal and written communication skills.
Excellent customer care and customer satisfaction focus.
Ability to work in a fast-paced environment.
Problem-solving skills and ability to apply feedback quickly.
Ability to multitask across several systems.
Ability to hardwire equipment and meet required internet speeds.
Ability to download required software.
On-camera visibility during meetings, trainings, or when requested by leadership.
Ability to attend mandatory training Monday through Friday, 9:00 a.m.–5:30 p.m. EST, for approximately three weeks, with no time off approved.
After training, availability Monday through Friday for shifts between 8:00 a.m. and 9:00 p.m. EST, and overtime.
Must complete and pass a background check and drug screen before the start date; these must be submitted within 48 hours of receiving an offer.
Must verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.
For remote work, must have a quiet, distraction-free environment, reliable high-speed internet, and a dedicated private workspace.

Nice To Haves

1–2 years of customer service experience in a call center environment, or a combination of education and experience.
Experience in healthcare, human resources services, or financial services.

Responsibilities

Handle a high volume of inbound and outbound calls, answer questions, educate customers about benefits and HR programs, and follow up on pending cases.
Resolve complex HR and financial issues for employees, retirees, and beneficiaries.
Research, interpret, and explain policies, plan provisions, eligibility rules, and payroll-related impacts.
Educate customers about benefit options and financial decisions while following client policies and regulatory requirements.
Assist customers with enrolling in, changing, or terminating medical, dental, vision, and other benefit plans; explain eligibility, qualifying life events, coverage options, and deadlines.
Support payroll inquiries and process withholding, tax-information, and banking-detail changes while maintaining security and identity-verification standards.
Explain 401(k) plan rules and options, and process contribution changes, loan requests, hardship withdrawals, distributions, and other retirement plan transactions.
Guide participants through retirement readiness and benefit elections, including options, documentation, payment elections, survivor benefits, and effective dates.
Manage cases requiring additional investigation or follow-up and coordinate with vendors, payroll teams, benefits administrators, and other stakeholders.
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 customers’ behalf.