Licensed Benefits Customer Service Representative

ENGAGEcx

1d•Remote

About The Position

Are you passionate about helping people and providing exceptional customer service? We are seeking professional, customer-focused Benefits Customer Service Representatives to join our team. In this role, you will serve as the first point of contact for individuals seeking assistance with their employee benefits, healthcare plans, and online account access. This is primarily an inbound call center position with occasional outbound follow-up calls as needed. Every interaction is an opportunity to provide knowledgeable guidance, resolve concerns, and deliver an outstanding customer experience. The hourly rate for this role is $25.50/hour, with a bonus opportunity at the conclusion of the project, payable January 2027. Candidates who are bilingual in English and Spanish are highly encouraged to apply!

Requirements

Active resident state license with both Life AND Health lines of authority — must be valid through December 31, 2026
Excellent verbal and written communication skills.
Strong customer service and active listening abilities.
Comfortable navigating multiple computer applications simultaneously.
Ability to quickly learn and reference multiple client-specific benefit resources.
Strong attention to detail and documentation skills.
Ability to maintain confidentiality while handling sensitive personal information.
Professional, dependable, and able to remain calm in a fast-paced environment.
No planned time off or unavailability from September 8, 2026 through December 31, 2026
Availability for full 4-week training: Monday–Friday, 8:45 AM – 5:30 PM EST
Willingness and ability to work overtime, October–December, if business needs require
Availability to work Saturdays 10:00 AM – 2:00 PM ET during peak Open Enrollment
Internet speed of 50 Mbps or greater, 35 Mbps upload, and a ping of 15 or less with a 99% uptime — you will be asked to run a speed test during the interview process
Dedicated hardline (Ethernet) internet connection available during working hours — the connection cannot be shared with others in the home
Private, dedicated workspace free from background noise and distractions
No streaming or gaming on the same connection during work hours
Laptop camera available and on during all training sessions and team huddles
Professional conduct maintained at all times in all interactions
Score 80% or higher on the final knowledge assessment (up to two retakes within five business days)
Pass two mock call evaluations (up to two retakes within five business days)
Maintain punctual attendance and professional behavior throughout

Nice To Haves

Previous call center, healthcare, insurance, or benefits experience is a plus, but not required depending on the position.
2 or more years of benefits counseling experience
Prior experience in an inbound call center or contact center environment
Bilingual in English and Spanish (additional 5% pay differential applied)
Experience using CRM, enrollment, or benefits administration platforms
History of meeting or exceeding call quality scores of 90+ in a prior role

Responsibilities

Answer inbound calls from members regarding their benefit plans and available services.
Make occasional outbound follow-up calls when additional assistance or updates are needed.
Assist members with enrolling in benefit plans and navigating the enrollment process.
Troubleshoot website login and account access issues.
Educate members on their available benefit options using client-specific resources.
Direct callers to the appropriate carrier or department when necessary.
Verify each caller’s identity by following required authentication procedures.
Accurately document all customer interactions in the appropriate systems.
Maintain professionalism, empathy, and confidentiality during every interaction.
Meet quality, compliance, and productivity expectations while delivering excellent customer service.