Benefits Customer Support Representative

We are seeking a customer-focused and detail-oriented Benefits Customer Support Representative to join our team for the Open Enrollment season. In this role, you will serve as a trusted resource for employees, members, and clients by helping them confidently navigate their health insurance and employee benefit options. You'll deliver exceptional customer service by answering benefit-related questions, explaining plan options, resolving enrollment issues, processing benefit changes, and ensuring a seamless enrollment experience. Through phone, email, and chat support, you'll maintain accurate records in customer relationship management (CRM) and benefits administration systems while ensuring compliance with company policies and applicable regulations. Your expertise and commitment to outstanding service will play a key role in helping employees make informed benefits decisions during this critical enrollment period.

Key Responsibilities

• Serve as the primary point of contact for employee and member inquiries regarding medical, dental, vision, life, disability, and retirement benefits.
• Guide employees through the annual Open Enrollment process, including plan comparisons, eligibility requirements, enrollment deadlines, and qualifying life events.
• Process benefit enrollments, changes, cancellations, and dependent updates accurately and within established service-level agreements.
• Investigate and resolve benefit discrepancies, billing concerns, eligibility issues, and claims-related questions.
• Document all customer interactions, cases, and resolutions within CRM and benefits administration systems.
• Coordinate with insurance carriers, HR departments, payroll teams, and third-party administrators to resolve complex benefit issues.
• Educate customers on plan options, coverage details, provider networks, deductibles, copays, and wellness programs.
• Maintain confidentiality while handling sensitive employee and health information in compliance with HIPAA and company policies.
• Meet productivity, quality assurance, and customer satisfaction metrics in a fast-paced call center or service environment.

Qualifications:

• 2+ years of customer service experience in healthcare, insurance, human resources, employee benefits, or a call center environment.
• Experience handling a high volume of inbound and outbound calls.
• Strong conflict resolution and de-escalation skills.
• Ability to explain complex benefits information in a clear and professional manner.
• Excellent verbal and written communication skills.
• Experience meeting quality, productivity, and customer satisfaction goals.
• Strong attention to detail and organizational skills.

Relevant Software & Systems

• Workday
• ADP Workforce Now
• UKG (Ultimate Kronos Group)
• Benefitfocus
• Alight Solutions
• bswift
• Businessolver
• PlanSourceSAP SuccessFactors
• Oracle HCM Cloud
• PeopleSoft

Preferred Qualifications

• Knowledge of employee benefits, health insurance terminology, COBRA, FMLA, HIPAA, ACA, and qualifying life events.
• Experience supporting annual Open Enrollment.
• Ability to multitask while navigating multiple software applications.
• Strong problem-solving, analytical, and data entry skills.
• Ability to work independently and collaboratively in a team environment.
• Bilingual skills are a plus.

Compensation

About Us

TalentMatch^®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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