Handle inbound and outbound calls related to Health and Welfare benefits, including medical, dental, vision, and other benefit programs
Manage complex cases requiring research, follow-up, and coordination across departments
Maintain detailed and accurate case documentation in internal systems
Ensure timely resolution of customer issues while meeting service level agreements (SLAs)
Serve as the primary point of contact for escalated calls and unresolved customer concerns
De-escalate sensitive situations with professionalism and empathy
Analyze root causes of issues and implement appropriate solutions
Partner with leadership when necessary to resolve high-impact or recurring issues
Act as a resource for team members regarding policies, procedures, and systems related to benefits administration
Stay up to date on regulatory requirements, company guidelines, and client-specific processes
Assist in training and onboarding new representatives
Meet or exceed key performance indicators (KPIs), including call quality, resolution time, and customer satisfaction
Identify trends in customer inquiries and provide feedback for process improvement
Support quality assurance initiatives and continuous improvement efforts

Previous customer service and/or call center experience
Strong written and verbal communication skills
Great problem-solving skills
Ability to multitask
Must be able to successfully complete a background check
Must pass an internet speed test (download equal to or greater than 25, upload equal to or greater than 5, Ping ms equal to or less than 175)
Must have the ability to connect with an ethernet cable to a modem/router
We are currently NOT hiring in the following geographies, including but not limited to: States: AK, AZ, CA, CT, CO, HI, IL, MA, MD, ME, MO, MT, NE, NJ, NY, RI, OR, VT, WA. Metro Areas: Minneapolis
MN, Washington, DC, Denver
CO, Boulder
CO, Edgewater
CO, Flagstaff
AZ.

Benefits Call Center Representative

Key skills