Benefits Call Center Representative

Aston Carter

HR Assistant II providing support to employees regarding benefits inquiries and case management responsibilities. Focusing on empathetic communication and effective resolution in a remote work environment.

Posted 7/31/2026contractRemote • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in employee benefits management, providing personalized case management and support while ensuring adherence to policies and processes. Excels in communication, problem-solving, and maintaining high-quality standards in a fast-paced environment.

Highest-signal resume keywords

Employee Benefits ManagementCustomer Service FocusStrong Judgment and Decision-MakingExcellent Verbal and Written CommunicationOrganizational and Time Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Benefits Terms UnderstandingCase ManagementProblem SolvingDocumentation ManagementCritical Thinking

Soft Skills

EmpathyAttention to DetailOwnership and AccountabilityAdaptabilityInterpersonal Skills

Tools & Technologies

Microsoft Office SuiteHR Case Management Systems

Industry Keywords

Human ResourcesContact CenterShared Service EnvironmentEmployee ExperienceService Level Agreements

About the role

Key responsibilities & impact

Serve as the first point of contact for employees seeking assistance with benefits-related inquiries via phone and HR case channels.
Provide holistic case management support for employee benefits, including financial, health, and internal review components in alignment with benefit plan requirements.
Take full ownership of employee contacts from intake through resolution, ensuring each case is handled with a high degree of problem solving and customer focus.
Build employee trust through empathetic, personalized conversations and tailor case management plans to each employee’s changing needs.
Manage an active workload effectively to meet service level agreements and productivity goals while maintaining high-quality standards.
Use high judgment and critical thinking to balance adherence to established processes with responsiveness to individual employee needs.
Research and resolve inquiries using available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures, escalating cases when appropriate.
Respond promptly to employee-impacting issues that arise during benefits events and ensure clear communication and thorough documentation, even when information is limited.
Consult and collaborate regularly with partner teams to resolve cross-functional issues and support updates and improvements to benefits policies and processes.
Maintain accurate records of all employee interactions and case activities in the appropriate systems.
Prioritize work effectively in a fast-paced environment, pivoting quickly between communication channels while maintaining attention to detail.
Demonstrate strong judgment and decision-making when addressing complex or sensitive employee situations with care and empathy.

Requirements

What you’ll need

2+ years of experience working in benefits or human resources, in a contact center or shared service environment.
Experience working in rapidly changing and complex work environments.
Strong customer service focus with the ability to prioritize quality and employee experience.
Excellent verbal and written communication skills.
Ability to understand benefit terms, programs, and related processes.
Demonstrated ability to act quickly and address customer issues while exercising strong judgment and decision-making.
High degree of ownership and accountability when managing employee cases.
Ability to handle sensitive situations with care, discretion, and empathy.
Excellent organizational and time management skills with the ability to manage multiple cases and tasks simultaneously.
Ability to work effectively in a fast-paced environment and pivot quickly between different communication channels and tasks.
Strong attention to detail and follow-through while keeping employee needs at the forefront.
Technical aptitude and proficiency with Microsoft Office Suite or similar software tools.