US Benefits HR Assistants-Remote

Aston Carter•Seattle, WA

6d•$21 - $21•Remote

About The Position

Join a dynamic My HR Live Support Benefits team and provide high‑quality HR assistance to employees by delivering accurate, consistent, and timely responses to benefit-related inquiries across phone, chat, and HR case channels. As a US Benefits HR Assistant II, you serve as the first point of contact for employee questions and provide holistic case management for financial, health, and other benefit matters, ensuring compliance with benefit plans and building trust through empathetic, personalized support. This role requires strong critical thinking, fact-finding, and decision-making skills to support the full benefits process from intake through resolution in a fast-paced, service-oriented environment.

Requirements

At least 2 years of experience working in Benefits or Human Resources, preferably in a contact center or shared services environment.
Strong customer service focus with the ability to prioritize quality and customer experience in every interaction.
Excellent verbal and written communication skills for clear, professional, and empathetic employee interactions.
Demonstrated ability to understand and interpret benefit terms, programs, and related documentation.
Proven organizational and time management skills to handle multiple cases and communication channels simultaneously.
Ability to work effectively in a fast-paced, rapidly changing environment and quickly pivot between tasks and communication forms.
Strong judgment and decision-making skills to resolve issues while adhering to policies and processes.
High degree of ownership and accountability for case outcomes, with the ability to handle sensitive situations with care and empathy.
Proficiency with Microsoft Office Suite or similar software and overall technical aptitude to navigate HR systems and tools.
Outstanding customer support skills, including active listening, problem solving, and follow-through.
Ability to adapt to a flexible working environment and changing priorities.
Attention to detail in documentation, case management, and adherence to standard operating procedures.

Nice To Haves

Experience providing HR or benefits support in a contact center or shared services setting.
Experience working in environments characterized by rapid and complex change.
Demonstrated research skills to identify solutions using FAQs, knowledge bases, and process documentation.
Strong empathy and interpersonal skills to build trust and rapport with employees.
Ability to collaborate effectively with cross-functional partner teams to resolve issues and improve processes.
Bilingual proficiency in Spanish is a plus but not required.
Interest in benefits administration and HR operations within a large corporate environment.

Responsibilities

Serve as the primary point of contact for employees seeking information and support related to financial, health, and other benefit programs.
Provide accurate, consistent, and timely responses to employee inquiries received via phone, chat, and HR case management systems.
Own each employee contact from intake through resolution, ensuring every case is accepted, managed, and closed with a high degree of problem solving and customer focus.
Conduct holistic case management by assessing each employee’s situation, developing a case management plan, and adjusting that plan as the employee’s needs evolve.
Apply strong judgment, critical thinking, and rationale to balance adherence to established processes with individual employee needs.
Research and resolve benefit-related questions using available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures.
Escalate complex or unresolved issues to appropriate partner teams when solutions cannot be found within existing documentation or procedures.
Respond promptly to employee-impacting issues that arise during benefit events and ensure clear communication and thorough documentation, even when information is limited.
Collaborate and consult regularly with cross-functional partner teams to address process gaps, resolve cross-functional issues, and contribute to updates and improvements in policies.
Manage workload effectively to meet service level agreements (SLAs), productivity targets, and quality standards.
Prioritize tasks and communication channels in a fast-paced environment, pivoting efficiently between phone, chat, and case work while maintaining attention to detail.
Demonstrate empathy and care when handling sensitive employee situations, maintaining confidentiality and building trust through personalized conversations.
Develop and maintain a strong understanding of benefit terms, programs, and compliance requirements to guide employees accurately.
Maintain excellent verbal and written communication with employees and internal partners, documenting interactions and case outcomes clearly and professionally.
Contribute to a customer-obsessed culture by consistently putting employee needs first and identifying opportunities to improve the employee benefits experience.