Remote Customer Care Representative Human Resource Benefits & Finance

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

This is a remote role, but the following locations are excluded:
OCONUS, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Iowa, Maine, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oregon, Philadelphia (PA), Rhode Island, Utah, Vermont, Washington.

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.
Day in the Life

    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

            Assist employees with enrolling in, changing, or terminating medical, dental, vision, and other benefit plans.

            Explain eligibility rules, qualifying life events, coverage options, and enrollment deadlines.

        Tax and direct deposit updates

            Support payroll-related inquiries and process changes to withholding elections, tax information, and banking details.

            Ensure updates are completed accurately while maintaining strict security and identity verification standards.

        401(k) withdrawals/contributions

            Educate participants on plan rules and available options.

            Process contribution changes, loan requests, hardship withdrawals, distributions, and other retirement plan transactions in accordance with plan guidelines.

        Retirement elections

            Guide participants through retirement readiness and benefit election processes.

            Explain available options, required documentation, payment elections, survivor benefits, and effective dates.

        Case Management and Research

            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

#LI-Remote

Additional Qualifications/Responsibilities

Must-Haves

    High school degree or equivalent

    1-2 years of customer service experience in a call center environment preferred; or combination of education and experience

        Preferred experience: Healthcare, Human Resources Services, Financial Services

    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

        Required equipment: Laptop/Desktop, External Monitor, Noise-Cancelling Headset, and Wireless Keyboard/Mouse

    On-camera visibility during any meetings, trainings, or per leadership request

Position Details

                Must have availability for varying shifts and overtime

Compliance & Eligibility

    Background & Screenings: Successful candidates must complete and pass a background check, credit check, and drug screen prior to their start date

    Verification: 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.

    Work Environment: Because this is a remote work role, you must have:

        A quiet, distraction-free work environment

        Reliable, high-speed internet

        A dedicated and private workspace

    Location: Due to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Iowa, Maine, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oregon, Philadelphia (PA), Rhode Island, Utah, Vermont, Washington.

This is a seasonal role.