About The Position
In this role, you will work as part of a team that provides quality customer care by helping client employees, retirees, and others understand, enroll in, and use their HR plans (401(k), health insurance, pension, payroll, etc.). The role resolves questions and issues arising from inbound calls, chats, secure online requests, and written requests.
Requirements
- High school degree or equivalent
- 1-2 years of customer service experience in a call center environment preferred; or combination of education and experience
- 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
- Multi-tasking across several systems
- Ability to hardwire equipment and meet the required internet speeds
- On-camera visibility during any meetings, trainings, or per leadership request
- Successful candidates must complete and pass a background check, credit check, and drug screen prior to their start date
- In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
- A quiet, distraction-free work environment
- Reliable, high-speed internet
- A dedicated and private workspace
Nice To Haves
- Healthcare, Human Resources Services, Financial Services experience
Responsibilities
- Handle a high volume of inbound and outbound calls; answer questions, educate customers on benefits and HR programs, and follow up on pending cases
- Resolve complex HR and financial issues
- Serve as the primary point of contact for employees, retirees, and beneficiaries seeking assistance with employer-sponsored benefits and HR programs.
- Research, interpret, and explain complex policies, plan provisions, eligibility rules, and payroll-related impacts.
- Use critical thinking and problem-solving skills to resolve issues that often require navigating multiple systems, reviewing documentation, and coordinating with internal and external partners.
- Educate customers on benefit options and financial decisions while ensuring compliance with client policies and regulatory requirements.
- Process transactions such as: Health enrollments, Tax and direct deposit updates, 401(k) withdrawals/contributions, Retirement elections
- Manage customer cases requiring additional investigation or follow-up.
- Coordinate with third-party vendors, payroll teams, benefits administrators, and other stakeholders to resolve complex issues.
- 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 behalf of customers
Benefits
- 401(k)
- health insurance
- pension
- payroll
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
