Benefits Call Center Representative

🔥 4 minutes ago

🎰 Nevada – Remote

🎰 Nevada – Remote

💵 $21 / hour

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

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Aston Carter

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1997

🎯 Recruiter

💼 Consulting

🤝 B2B

Recruitment • Consulting • B2B

Aston Carter is a global staffing and recruitment firm that provides contract and permanent talent solutions and consulting services to businesses. The company (an Allegis Group company) focuses on areas including accounting & finance, office & clerical, business transformation, sales & marketing, risk and KYC programs, and interim HR/staffing solutions. Aston Carter emphasizes candidate and client satisfaction, operates across four continents with more than 130 offices, and delivers staffing, contract staffing and specialised consulting services to enterprise clients.

📋 Description

• Serve as the first point of contact for employees seeking assistance with benefits-related inquiries via phone and HR case channels. • Provide holistic case management support for employee benefits, including financial, health, and internal review components in alignment with benefit plan requirements. • Take full ownership of employee contacts from intake through resolution, ensuring each case is handled with a high degree of problem solving and customer focus. • Build employee trust through empathetic, personalized conversations and tailor case management plans to each employee’s changing needs. • Manage an active workload effectively to meet service level agreements and productivity goals while maintaining high-quality standards. • Use high judgment and critical thinking to balance adherence to established processes with responsiveness to individual employee needs. • Research and resolve inquiries using available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures, escalating cases when appropriate. • Respond promptly to employee-impacting issues that arise during benefits events and ensure clear communication and thorough documentation, even when information is limited. • Consult and collaborate regularly with partner teams to resolve cross-functional issues and support updates and improvements to benefits policies and processes. • Maintain accurate records of all employee interactions and case activities in the appropriate systems. • Prioritize work effectively in a fast-paced environment, pivoting quickly between communication channels while maintaining attention to detail. • Demonstrate strong judgment and decision-making when addressing complex or sensitive employee situations with care and empathy.

🎯 Requirements

• 2+ years of experience working in benefits or human resources, in a contact center or shared service environment. • Experience working in rapidly changing and complex work environments. • Strong customer service focus with the ability to prioritize quality and employee experience. • Excellent verbal and written communication skills. • Ability to understand benefit terms, programs, and related processes. • Demonstrated ability to act quickly and address customer issues while exercising strong judgment and decision-making. • High degree of ownership and accountability when managing employee cases. • Ability to handle sensitive situations with care, discretion, and empathy. • Excellent organizational and time management skills with the ability to manage multiple cases and tasks simultaneously. • Ability to work effectively in a fast-paced environment and pivot quickly between different communication channels and tasks. • Strong attention to detail and follow-through while keeping employee needs at the forefront. • Technical aptitude and proficiency with Microsoft Office Suite or similar software tools.

🏖️ Benefits

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)