US Benefits HR Assistant

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

📋 Description

• Act as the main contact for employee benefits inquiries via phone, chat, and HR case management systems.

• Deliver accurate, consistent, and prompt information regarding financial and health-related benefits in accordance with plan guidelines and internal policies.

• Manage employee interactions from initial contact to resolution, ensuring cases are received, monitored, and concluded.

• Evaluate employee needs, create case management plans, and modify plans as situations evolve.

• Investigate concerns, interpret benefit terms, and make informed decisions that support the comprehensive benefits process.

• Utilize FAQs, knowledge base articles, and standard operating procedures to address inquiries; escalate cases when they fall outside documented protocols.

• Address employee-related issues during benefits events, ensuring clear communication and thorough documentation.

• Foster trust through empathetic and personalized conversations while managing sensitive situations with care and discretion.

• Balance established procedures with the unique needs of individual employees using sound judgment.

• Meet service level agreements, productivity goals, and quality benchmarks.

• Prioritize tasks and switch between various communication channels while maintaining meticulous attention to detail.

• Collaborate with partner teams on cross-functional matters, feedback, policies, and processes.

• Recognize recurring issues, recommend documentation improvements, and support process modifications.

• Maintain exceptional verbal and written communication with employees and internal stakeholders.

• Safeguard confidential information and manage employee data with professionalism and care.

⛳️ Requirements

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

• Strong background in customer service with a proven ability to prioritize quality and enhance customer experience.

• Exceptional organizational and time management abilities, including the capacity to handle multiple cases and tasks concurrently.

• Excellent verbal and written communication capabilities.

• Competence in understanding and interpreting benefit terms, programs, and plan regulations.

• Demonstrated ability to respond swiftly and resolve customer issues while showcasing strong judgment and decision-making skills.

• High level of ownership and accountability for addressing employee concerns from beginning to end.

• Ability to manage sensitive and confidential situations with empathy, discretion, and professionalism.

• Experience in dynamic and complex work environments, with the ability to adapt to changing processes and priorities.

• Capability to excel in a fast-paced environment, transitioning between multiple communication channels and tasks while ensuring accuracy.

• Technical proficiency and familiarity with Microsoft Office Suite or similar software tools.

• Strong problem-solving and research capabilities.

• Experience in a contact center or shared service environment addressing HR or benefits inquiries.

• Flexibility to adapt to a changing work environment with evolving processes and expectations.

• Experience collaborating with cross-functional teams to resolve process issues and implement enhancements.

• Background in benefits administration within a large corporate setting.

• Passion for continuous learning and staying updated on changes in benefits programs and HR policies.

• Bilingual proficiency in Spanish is an advantage, but not mandatory.

🏝️ Benefits

• Medical, dental, and vision insurance

• Critical Illness, Accident, and Hospital coverage

• 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-term and long-term disability coverage

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

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