Remote Benefits Customer Service Representative

Benefits Customer Service Representative

Options for Remote or On-Site

Buffalo, NY - Must Live within 2 Hours (Driving Distance)

Contract Length: 3+ Months with Potential for Extension

The Role:

As a Benefit Customer Service Representative, you will have the rewarding opportunity to help our client plan participants through the enrollment process and when making updates to their health care and/or pension plans. We provide superior customer service in a work from home environment (following the initial training and onboarding period). Eligibility requirements to work from home must be met.

During our busy season you will be expected to work a 40 hour week and overtime when requested. During initial training (and during our off season), your hours may fluctuate between 32 to 40 hours depending on the needs of the client or clients you are assigned to support.

Key Responsibilities

• Quickly build rapport and respond to plan participants in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message.
• Ability to customize customer service approach to meet all types of communication styles and personalities while maintaining professionalism and diplomacy during difficult calls
• Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
• Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
• Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes in a professional manner
• Regularly participate in team meetings and training
• Perform other duties as assigned

Additional Skills & Qualifications

• Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way.
• Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills.
• Ability to work in a structured environment – adhere to posted work schedule and breaks/lunches, following protocols.
• High level attention to detail, multi-tasking, and ability to organize work.
• High School Diploma is Required
• Must be available to work within the core hours - 8A-7P EST and as late as 11 PM EST during open enrollment.

Experience Level

Entry Level