Customer Care Representative HR Benefits & Finance - Remote $18

VetJobs

2d•Remote

About The Position

This remote role provides customer care to client employees, retirees, beneficiaries, and others who need help understanding, enrolling in, and using employer-sponsored HR plans, including 401(k), health insurance, pension, and payroll programs. The representative responds to questions and resolves issues received through inbound calls, chats, secure online requests, and written requests. The position is expected to end in January 2027. The representative handles a high volume of inbound and outbound calls, explains benefits and HR programs, researches complex HR and financial issues, and follows up on pending cases. Work includes interpreting policies, plan provisions, eligibility rules, and payroll impacts; educating customers about benefit options and financial decisions; processing benefit enrollments and changes, tax and direct-deposit updates, retirement-plan transactions, and retirement elections; and coordinating case research and resolution with vendors and internal stakeholders. The role requires navigating multiple systems and applications simultaneously and communicating with third parties on customers’ behalf. The position is remote, with specified state and location exclusions. Employees must have a quiet, distraction-free environment, reliable high-speed internet, and a dedicated private workspace. Training is 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, availability is required for shifts scheduled between 8:00 a.m. and 9:00 p.m. EST, as well as overtime. The stated pay rate is $18 per hour, and the start date is December 1, 2026. Candidates must pass a background check and drug screen before starting and verify identity and eligibility to work in the United States.

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.
Ability to apply feedback quickly.
Ability to multitask across several systems.
Ability to connect equipment by wire and meet required internet speeds.
Ability to download required software.
Must be visible on camera during meetings, trainings, or when requested by leadership.
Must complete and pass a background check and drug screen before the start date; required submissions are due 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.
Must have a quiet, distraction-free work environment, reliable high-speed internet, and a dedicated private workspace.
Must be available for mandatory Monday–Friday training from 9:00 a.m. to 5:30 p.m. EST for approximately three weeks, with no time off approved.
After training, must be available for shifts between 8:00 a.m. and 9:00 p.m. EST and overtime.

Nice To Haves

One to two 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 high volumes of inbound and outbound calls, answer questions, explain benefits and HR programs, and follow up on pending cases.
Serve as the primary contact for employees, retirees, and beneficiaries seeking assistance with employer-sponsored benefits and HR programs.
Research, interpret, and explain policies, plan provisions, eligibility rules, and payroll-related impacts.
Resolve complex issues using multiple systems, documentation review, critical thinking, and coordination with internal and external partners.
Educate customers about benefit options and financial decisions while following client policies and regulatory requirements.
Assist with enrollment, changes, and termination of medical, dental, vision, and other benefit plans; explain eligibility, qualifying life events, coverage options, and deadlines.
Support payroll inquiries and process changes to withholding elections, tax information, and banking details 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 investigation or follow-up and coordinate with vendors, payroll teams, benefits administrators, and other stakeholders.
Conduct outbound follow-up communications to provide updates or complete outstanding actions.
Navigate multiple systems and applications simultaneously.
Research and communicate with third parties on behalf of customers.