Call Center Representative

This is a fully remote position, open to applicants in Arizona, +9 more states.

📋 Description

• Deliver customer service and manage account-based employee benefit plans within service center teams.

• Administer Flexible Spending Accounts (FSA), 529 Educational Savings Accounts, Qualified Plan Retirement Accounts, and State Sponsored Retirement Program accounts.

• Address inquiries from participants, financial advisors, and plan administrators seeking information or executing account, product, or plan requests.

• Offer exceptional service via phone, email, or online chat.

• Clarify benefits and plan provisions to participants.

• Review claims information and update account owner contacts following established processes.

• Analyze, review, process, calculate, and disburse claims or administer payments based on plan details and documentation.

• Accurately and promptly respond to inquiries and requests from account owners and participants via phone.

• Achieve department and individual service level targets, quality objectives, and business goals.

• Proactively engage with participants, anticipating their needs and providing assistance and solutions.

• Accurately and promptly process both financial and non-financial transactions.

• Transition between service center roles to meet business demands and seasonal workload, with training provided before supporting a new product.

• Exhibit flexibility and a collaborative team spirit.

• Adhere to plan documents, regulations, guidelines, and company protocols.

• Uphold confidentiality and ensure HIPAA compliance.

⛳️ Requirements

• A high school diploma or GED, along with further applicable education or equivalent experience.

• Preferred 1+ years of experience in a call center or customer service environment.

• Proficiency in Microsoft Office and Excel applications.

• Experience with claims processing or benefit card systems.

• Candidates must complete a video interview assessment within 7 days of receiving the link.

• Ability to manage stressful situations related to urgent customer needs.

• Advanced skills in Excel and database applications, including formatting and formulas.

• Required computer proficiency.

• Excellent listening, verbal, and written communication skills.

• Detail-oriented, adaptable, and self-driven.

• Ability to comply with plan document provisions, as well as regulations, guidelines, and company procedures.

• Capability to maintain confidentiality and ensure department, client, and participant HIPAA compliance.

• Ability to protect, secure, and properly manage confidential data.

🏝️ Benefits

• Fully remote work opportunity.

• Training provided before transitioning to support a new product.

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.