HR Assistant

Join a dynamic My HR Live Support Benefits team and provide high‑quality HR assistance to employees by delivering accurate, consistent, and timely responses to benefit-related inquiries across phone, chat, and HR case channels. As a US Benefits HR Assistant II, you serve as the first point of contact for employee questions and provide holistic case management for financial, health, and other benefit matters, ensuring compliance with benefit plans and building trust through empathetic, personalized support. This role requires strong critical thinking, fact-finding, and decision-making skills to support the full benefits process from intake through resolution in a fast-paced, service-oriented environment.

• Serve as the primary point of contact for employees seeking information and support related to financial, health, and other benefit programs.
• Provide accurate, consistent, and timely responses to employee inquiries received via phone, chat, and HR case management systems.
• Own each employee contact from intake through resolution, ensuring every case is accepted, managed, and closed with a high degree of problem solving and customer focus.
• Conduct holistic case management by assessing each employee’s situation, developing a case management plan, and adjusting that plan as the employee’s needs evolve.
• Apply strong judgment, critical thinking, and rationale to balance adherence to established processes with individual employee needs.
• Research and resolve benefit-related questions using available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures.
• Escalate complex or unresolved issues to appropriate partner teams when solutions cannot be found within existing documentation or procedures.
• Respond promptly to employee-impacting issues that arise during benefit events and ensure clear communication and thorough documentation, even when information is limited.
• Collaborate and consult regularly with cross-functional partner teams to address process gaps, resolve cross-functional issues, and contribute to updates and improvements in policies.
• Manage workload effectively to meet service level agreements (SLAs), productivity targets, and quality standards.
• Prioritize tasks and communication channels in a fast-paced environment, pivoting efficiently between phone, chat, and case work while maintaining attention to detail.
• Demonstrate empathy and care when handling sensitive employee situations, maintaining confidentiality and building trust through personalized conversations.
• Develop and maintain a strong understanding of benefit terms, programs, and compliance requirements to guide employees accurately.
• Maintain excellent verbal and written communication with employees and internal partners, documenting interactions and case outcomes clearly and professionally.
• Contribute to a customer-obsessed culture by consistently putting employee needs first and identifying opportunities to improve the employee benefits experience.

• At least 2 years of experience working in Benefits or Human Resources, preferably in a contact center or shared services environment.
• Strong customer service focus with the ability to prioritize quality and customer experience in every interaction.
• Excellent verbal and written communication skills for clear, professional, and empathetic employee interactions.
• Demonstrated ability to understand and interpret benefit terms, programs, and related documentation.
• Proven organizational and time management skills to handle multiple cases and communication channels simultaneously.
• Ability to work effectively in a fast-paced, rapidly changing environment and quickly pivot between tasks and communication forms.
• Strong judgment and decision-making skills to resolve issues while adhering to policies and processes.
• High degree of ownership and accountability for case outcomes, with the ability to handle sensitive situations with care and empathy.
• Proficiency with Microsoft Office Suite or similar software and overall technical aptitude to navigate HR systems and tools.
• Outstanding customer support skills, including active listening, problem solving, and follow-through.
• Ability to adapt to a flexible working environment and changing priorities.
• Attention to detail in documentation, case management, and adherence to standard operating procedures.

• Experience providing HR or benefits support in a contact center or shared services setting.
• Experience working in environments characterized by rapid and complex change.
• Demonstrated research skills to identify solutions using FAQs, knowledge bases, and process documentation.
• Strong empathy and interpersonal skills to build trust and rapport with employees.
• Ability to collaborate effectively with cross-functional partner teams to resolve issues and improve processes.
• Bilingual proficiency in Spanish is a plus but not required.
• Interest in benefits administration and HR operations within a large corporate environment.

This role is 100% remote and operates in the Pacific Time (PST) zone, requiring alignment with PST business hours. You will work in a fast-paced, service-oriented environment that relies heavily on technology, including HR case management systems, communication tools for phone and chat, and productivity software such as the Microsoft Office Suite or similar applications. The work involves frequent transitions between communication channels and tasks while maintaining high standards for accuracy, documentation, and customer experience. You will be part of a large corporate HR support structure focused on benefits administration, collaboration with partner teams, and continuous improvement of processes to enhance the employee experience.

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

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

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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 Sep 15, 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® Platinum Award 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.