Licensed Benefits Customer Service Representative

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

📋 Description

• Respond to incoming calls from members concerning benefit plans and available services.

• Occasionally make outbound follow-up calls for additional assistance or updates as needed.

• Aid members in enrolling in benefit plans and guide them through the enrollment process.

• Resolve issues related to website login and account access.

• Provide education to members on available benefit options using client-specific materials.

• Redirect callers to the relevant carrier or department when required.

• Authenticate caller identities using established verification procedures.

• Precisely record customer interactions in the appropriate systems.

• Uphold professionalism, empathy, and confidentiality during each interaction.

• Achieve quality, compliance, and productivity standards while delivering outstanding customer service.

• Participate in four weeks of training from Monday to Friday, 8:45 AM to 5:30 PM EST.

• Complete classroom instruction, nesting, knowledge assessments, and mock call evaluations.

⛳️ Requirements

• A valid resident state license with both Life and Health lines of authority, expiring December 31, 2026.

• Exceptional verbal and written communication skills.

• Strong customer service skills and active listening capabilities.

• Proficient in navigating multiple computer applications concurrently.

• Quick to learn and reference various client-specific benefit resources.

• High attention to detail and effective documentation skills.

• Ability to maintain confidentiality when dealing with sensitive personal information.

• Professional, reliable, and able to stay composed in a fast-paced environment.

• Prior experience in call centers, healthcare, insurance, or benefits is advantageous but not required depending on the role.

• No planned absences or unavailability from September 8, 2026, through December 31, 2026.

• Commitment to full four-week training, Monday to Friday, 8:45 AM to 5:30 PM EST.

• Willingness to work overtime from October to December if necessary.

• Availability to work Saturdays from 10:00 AM to 2:00 PM ET during peak Open Enrollment.

• Internet speed of at least 50 Mbps download, 35 Mbps upload, with a ping of 15 or less, and 99% uptime.

• A dedicated hardline Ethernet connection that cannot be shared during work hours.

• A private, dedicated workspace that is free from background noise and distractions.

• No streaming or gaming on the same connection during working hours.

• A laptop camera that is available and operational during training sessions and team huddles.

• Professional conduct must be maintained in all interactions.

• Successful completion of training requires achieving at least 80% on the final knowledge assessment.

• Passing two mock call evaluations.

• Consistent punctual attendance and professional behavior throughout training.

• Preferred: Two or more years of experience in benefits counseling.

• Preferred: Prior experience in an inbound call center or contact center.

• Preferred: Bilingual in English and Spanish.

• Preferred: Experience with CRM, enrollment, or benefits administration platforms.

• Preferred: A history of achieving or exceeding call quality scores of 90% or higher.

🏝️ Benefits

• Base rate of $25.50 per hour.

• Bonus opportunity available at the project’s conclusion, payable in January 2027.

• An additional 5% pay differential for bilingual candidates fluent in English and Spanish.

• Fully compensated training program.

• Completely remote work arrangement.

• Four weeks of paid training, inclusive of classroom instruction and nesting on live calls.