Remote Customer Care Representative Human Resource Benefits & Finance

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.


This is a remote role, but the following locations are excluded:
OCONUS, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Iowa, Maine, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oregon, Philadelphia (PA), Rhode Island, Utah, Vermont, Washington.



In this role, you will work as part of a team that provides quality customer care by helping client employees, retirees, and others understand, enroll in, and use their HR plans (401(k), health insurance, pension, payroll, etc.). The role resolves questions and issues arising from inbound calls, chats, secure online requests, and written requests.
Day in the Life

    Handle a high volume of inbound and outbound calls; answer questions, educate customers on benefits and HR programs, and follow up on pending cases

    Resolve complex HR and financial issues

        Serve as the primary point of contact for employees, retirees, and beneficiaries seeking assistance with employer-sponsored benefits and HR programs.

        Research, interpret, and explain complex policies, plan provisions, eligibility rules, and payroll-related impacts.

        Use critical thinking and problem-solving skills to resolve issues that often require navigating multiple systems, reviewing documentation, and coordinating with internal and external partners.

        Educate customers on benefit options and financial decisions while ensuring compliance with client policies and regulatory requirements.

    Process transactions such as:

        Health enrollments

            Assist employees with enrolling in, changing, or terminating medical, dental, vision, and other benefit plans.

            Explain eligibility rules, qualifying life events, coverage options, and enrollment deadlines.

        Tax and direct deposit updates

            Support payroll-related inquiries and process changes to withholding elections, tax information, and banking details.

            Ensure updates are completed accurately while maintaining strict security and identity verification standards.

        401(k) withdrawals/contributions

            Educate participants on plan rules and available options.

            Process contribution changes, loan requests, hardship withdrawals, distributions, and other retirement plan transactions in accordance with plan guidelines.

        Retirement elections

            Guide participants through retirement readiness and benefit election processes.

            Explain available options, required documentation, payment elections, survivor benefits, and effective dates.

        Case Management and Research

            Manage customer cases requiring additional investigation or follow-up.

            Coordinate with third-party vendors, payroll teams, benefits administrators, and other stakeholders to resolve complex issues.

            Conduct outbound follow-up communications to provide status updates or complete outstanding actions.

    Navigate multiple systems and applications simultaneously

    Research and communicate with third parties on behalf of customers


#LI-Remote

Additional Qualifications/Responsibilities