Benefits Call Center Representative *REMOTE

The Benefits HR Assistant II role sits within a live HR support team dedicated to providing accurate, consistent, and timely benefits-related assistance to employees through multiple contact channels, including phone, chat, and HR case management systems. In this position, you serve as the first point of contact for employee inquiries related to financial, health, and other benefit programs, taking ownership of each case from intake through resolution. You apply critical thinking and sound judgment to interpret benefit plans, resolve issues, and ensure compliance, while delivering empathetic, high-quality customer service. This role offers the opportunity to support a large employee population, influence benefits processes, and contribute to continuous improvement in a dynamic, fast-paced environment.

Responsibilities

• Serve as the first point of contact for employees seeking assistance with benefits-related questions and issues across phone, chat, and HR case channels.
• Provide holistic case management services for benefits inquiries, including financial, health, and internal review matters in alignment with established benefit plans and policies.
• Take full ownership of employee contacts, ensuring each case is accepted, investigated, and resolved with a strong focus on problem solving and customer experience.
• Build trust with employees by engaging in empathetic, personalized conversations and tailoring the case management plan to each individual’s changing needs.
• Use critical thinking and high judgment to interpret benefit terms and programs, balancing process adherence with the unique needs of each employee.
• Research and resolve inquiries by leveraging FAQs, knowledge base articles, standard operating procedures, and other documentation, escalating cases when issues cannot be resolved at the first level.
• Respond promptly to employee-impacting issues that arise during benefits events and ensure clear, accurate, and timely communication and documentation, even when information is limited.
• Manage workload effectively to meet established service level agreements (SLAs), productivity targets, and quality standards.
• Prioritize tasks and manage time efficiently in a fast-paced environment, pivoting quickly between multiple communication channels and case types.
• Collaborate and consult with partner teams on process changes and cross-functional issues to help improve policies, procedures, and employee experience.
• Handle sensitive employee situations with a high degree of care, empathy, and confidentiality.
• Maintain accurate records of interactions and case progress within the HR systems and tools used by the team.
• Continuously learn and stay current on benefit plans, program updates, and process changes to provide up-to-date guidance to employees.

• 2+ years of experience working in benefits or human resources, preferably in a contact center or shared services environment.
• Proven experience delivering outstanding customer service in a fast-paced, high-volume setting.
• Excellent verbal and written communication skills with the ability to explain complex benefit concepts in a clear and understandable way.
• Strong organizational and time management skills, with the ability to manage multiple cases and priorities simultaneously.
• Ability to understand and interpret benefit terms, programs, and related documentation.
• Demonstrated critical thinking and sound judgment to make decisions and resolve employee issues effectively.
• High degree of ownership and accountability for case resolution and employee satisfaction.
• Ability to handle sensitive and confidential situations with empathy, professionalism, and discretion.
• Comfort working in rapidly changing and complex work environments, adapting quickly to new processes and information.
• Ability to work effectively in a flexible, fast-paced environment, pivoting between communication channels and tasks as needed.
• Technical aptitude and proficiency with Microsoft Office Suite or similar software applications.
• Experience supporting benefits administration activities or processes.

• Bilingual proficiency in Spanish is a plus but not required.
• Experience in a shared services or HR contact center environment supporting a large employee population.
• Demonstrated ability to contribute to process improvements and policy enhancements through collaboration with cross-functional teams.
• Strong attention to detail and accuracy in documentation, case notes, and communications.
• Motivation to grow within HR and benefits administration and gain experience with large corporate programs.

This position is 100% remote, allowing you to perform all responsibilities from a home-based setting while supporting employees across multiple locations. You will work in a fast-paced, service-oriented environment that relies heavily on digital communication tools, HR case management systems, and standard office software such as Microsoft Office Suite or similar applications. The role involves frequent interaction through phone and chat, requiring a quiet, professional workspace and reliable internet connectivity. You will collaborate virtually with HR and benefits partner teams, adapt to evolving processes, and operate within structured service levels and performance goals while maintaining a strong focus on quality and employee experience.

Job Type & Location

This is a Contract position based out of Dallas, TX.

The pay range for this position is $21.00 - $21.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Jun 23, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.