Answer incoming benefit-related calls from State of Texas employees and retirees; explain eligibility, coverage, and enrollment; troubleshoot issues and coordinate with vendors; document interactions; conduct trainings; maintain confidentiality; suggest process improvements to enhance service.
Group O is seeking a Call Center Benefits Representative responsible for efficient and courteous responses to customer questions concerning their employee benefits.
As a Call Center Employee Benefits Representative, you will be the primary point of contact for State of Texas employees and retirees seeking information and assistance regarding their workplace benefits packages. Your role is essential in providing timely and accurate guidance regarding their health insurance, retirement plans, paid time off, and other employee benefits. You will manage inquiries, resolve issues, and ensure that employees have a clear understanding of their benefits options and coverage.
The ideal candidate for this role possesses strong customer service orientation, knowledge of benefits administration, and effective communication skills.
Key Responsibilities
Essential Functions:
- Serve as a knowledgeable resource for employees and retirees, offering guidance on various aspects of their benefits packages, including eligibility requirements, coverage options, enrollment procedures, and plan details.
- Respond to incoming calls from employees regarding benefits-related questions, concerns, or requests for assistance. Provide personalized support and strive to resolve inquiries in a courteous and efficient manner.
- Assist employees with navigating the benefits enrollment process, including explaining available plan options, guiding them through online enrollment portals, and addressing any technical issues or challenges they encounter.
- Investigate and resolve employee inquiries or issues related to benefits discrepancies, claim denials, billing errors, or other concerns. Collaborate with internal departments or external vendors as needed to resolve complex issues promptly.
- Maintain accurate records of all interactions with employees, including inquiries received, resolutions provided, and any follow-up actions taken. Ensure compliance with privacy regulations and confidentiality policies.
- Conduct employee training sessions or workshops to educate staff members on new benefits offerings, policy changes, or updates to existing benefit plans. Develop informational materials or resources to enhance employee understanding of benefits programs.
- Strive to deliver exceptional customer service experiences to employees by demonstrating empathy, patience, and professionalism in all interactions. Manage sensitive or confidential information with discretion and integrity.
- Identify opportunities to streamline processes, enhance service quality, and improve the overall employee experience within the benefits support function. Provide feedback to management on ways to optimize service delivery and efficiency.
Job Qualifications
Education/Certifications:
- High School Diploma
Experience:
- 3 years’ experience in a customer service or call center role. (Preferably in benefits administration or human resources)
- Windows based computer experience.
Preferred Experience:
- Experience working with medical insurance and HIPPA guidelines.
Skills and Qualifications:
- Knowledge of employee benefits terminology, regulations, and industry trends.
- Strong verbal communication skills, with the ability to convey complex information clearly and effectively.
- Ability to type at least forty words per minute.
- Excellent people skills and a customer-focused attitude, with a commitment to delivering high-quality service.
- Proficiency in using computer systems, databases, and software applications for data entry, documentation, and research purposes.
- Ability to multitask, prioritize workload, and manage time effectively in a demanding environment.
- Demonstrated problem-solving abilities and diligence when resolving employee inquiries or issues.
Physical Requirements : N/A
Benefits
- Medical, Dental, Vision, and Life Insurance
- Flexible Spending Accounts (Medical and Dependent Care)
- 401(k) Plan with Company Match
- Generous Paid Time Off
- 10.5 Paid Holidays
- Career Development Opportunities
About
At Group O, it’s our employees who we value most. That’s why we provide a supportive environment where employees are given every opportunity to excel. Group O offers a wide variety of careers with room for professional growth and advancement, and we are always looking for motivated individuals to join our team. At Group O, our employees’ health and well-being is equally as important as the work they perform. We back up that philosophy by providing a competitive benefits package that supports now and for their future.In 1974, Bob Ontiveros saw an opportunity to live the American dream and build a company for himself and his family. 50 years later, the packaging company he originally founded out of the back of his station wagon - Group O is ranked by the United States Hispanic Chamber of Commerce as one of the top five Latino-owned businesses in the country. Group O has gained prestige for helping Fortune 500 companies like Samsung, Michelin, Caterpillar, and PepsiCo turn their most complex business challenges into centers of profitability and efficiency. Headquartered in Milan, IL, Group O employs over 1,200 employees.
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