Benefits HR Assistant

This is a fully remote position, open to applicants in Washington.

📋 Description

• Act as the main point of contact for employees seeking information and assistance regarding financial, health, and various benefit programs.

• Deliver accurate, consistent, and timely responses through phone, chat, and HR case management systems.

• Manage employee contacts from the initial intake to resolution, including accepting, overseeing, and closing cases.

• Perform comprehensive case management by evaluating employee situations and creating and modifying case management plans.

• Utilize judgment, critical thinking, and rationale while balancing established procedures with individual employee needs.

• Investigate and address benefit-related inquiries using FAQs, knowledge base articles, and standard operating procedures.

• Elevate complex or unresolved issues to the appropriate partner teams.

• Communicate clearly and maintain thorough documentation in response to employee-impacting issues during benefit events.

• Work collaboratively with cross-functional partner teams to identify process gaps, resolve issues, and enhance policies.

• Manage workload to meet service level agreements (SLAs), productivity targets, and quality benchmarks.

• Prioritize tasks and communication channels while switching between phone, chat, and case work.

• Handle sensitive employee matters with confidentiality and empathy.

• Maintain a comprehensive understanding of benefit terms, programs, and compliance requirements.

• Document interactions and case resolutions clearly and professionally.

• Seek opportunities to enhance the employee benefits experience.

⛳️ Requirements

• A minimum of 2 years of experience in Benefits or Human Resources, ideally in a contact center or shared services setting.

• Strong focus on customer service.

• Exceptional verbal and written communication abilities.

• Capability to understand and interpret benefit terms, programs, and associated documentation.

• Proven organizational and time management skills.

• Ability to thrive in a fast-paced, rapidly evolving environment.

• Strong judgment and decision-making capabilities.

• High degree of ownership and accountability for case outcomes.

• Proficiency in Microsoft Office Suite or similar software, with a general technical aptitude for navigating HR systems and tools.

• Excellent customer support skills, including active listening, problem-solving, and follow-through.

• Ability to adapt to a flexible working environment and shifting priorities.

• Attention to detail in documentation, case management, and adherence to standard operating procedures.

• Experience providing HR or benefits support in a contact center or shared services context.

• Experience in environments marked by rapid and complex changes.

• Demonstrated research skills using FAQs, knowledge bases, and process documentation.

• Strong empathy and interpersonal abilities.

• Capability to collaborate effectively with cross-functional partner teams.

• Bilingual proficiency in Spanish is a plus, but not mandatory.

• Interest in benefits administration and HR operations within a large corporate framework.

• Availability to work during Pacific Time (PST) business hours.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan – Options for pre-tax and Roth post-tax contributions.

• Life Insurance (Voluntary Life & AD&D for the employee and dependents).

• Short and long-term disability benefits.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Paid Time Off/Leave (PTO, Vacation or Sick Leave).

• Fully remote work arrangement.