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About the role
Key responsibilities & impact- Respond to participant inquiries and explain applicable benefits and plan provisions
- Research questions and provide accurate information with limited supervision
- Complete transactions
- Explain forms and guide participants through appropriate processes
- Handle primarily inbound telephone calls and occasional outbound calls
- Complete callbacks promptly and escalate issues when necessary
- Maintain accurate documentation in the case management system
- Meet quality, accuracy, and timeliness standards
- Follow client-specific procedures
- Protect confidential participant information
- Comply with company, client, privacy, and security requirements
Requirements
What you’ll need- Strong verbal and written communication skills
- Excellent listening skills and attention to detail
- Ability to explain information clearly and professionally
- Basic computer skills and ability to learn new systems and processes
- Strong organizational and time-management skills
- Ability to work independently in a remote environment and follow established procedures
- Professional, patient, and solution-focused approach
- Reliable attendance and punctuality
- Ability to meet established performance expectations
- Internet download speed of at least 25 Mbps
- Internet upload speed of at least 5 Mbps
- Ping of 175 ms or less
- Ability to connect to a modem/router using an Ethernet cable
- Must reside in an eligible hiring location
- Defined benefit pension plan experience preferred
- Benefits administration or retirement services experience preferred
- Customer service or call center experience preferred