Benefits Support Representative-Call Center Details

Benefits Support Representative-Call Center

AssuredPartners - Fairfax, VA

Employment Type : Full-Time

Overview: GSA National, an AssuredPartners company, has been helping government contractors ensure compliance and streamline costs since 1991. GSA National provides Benefits Administration, Consulting, Compliance and Administrative Outsource Services to many of the industry’s leading contractors. Specializing in the design, management and administration of employee benefit programs for government contractors both domestically and internationally, GSA National also offers SCA training, compliance and conformance analysis, and more. For more information about us, please visit www.gsanational.com.
The Big Picture: Call Center positionThe Benefits Support Representative is responsible for providing customer support to employees of GSA clients by handling incoming phone calls, chats, all other inquiries related to HR benefits and compliance. As the first point of contact, you are responsible for assisting employees with their benefit questions by telephone, chat, and or creating tickets for escalations to internal team members in a call center environment.Responsibilities:Essential Duties and Responsibilities:

• Receive high volume incoming calls related to employee benefits and compliance questions.
• Listen attentively to employee needs and concerns; demonstrate empathy.
• Relays accurate and detailed information to employees related to benefits, COBRA, retirement plans, payroll, status changes, reimbursement plans and Premium Reserve Account (PRA) using internal resources and knowledge.
• Assist and complete employee benefit enrollment changes over the phone and into the enrollment platform.
• Research and resolve calls at first point of contact.
• Escalates inquiries that require more research to Benefit Coordinators, by submitting tickets.
• Recognize and alert manager of trends in calls to ensure expedient resolutions.
• Learns and maintains benefits knowledge and Service Contract Act knowledge.
• Perform other duties as assigned.

• Ability to navigate multiple computer screens and multiple internal systems.
• Ability to answer benefits and compliance inquiries and type information into the computer system simultaneously
• Must be reliable and punctual
• Work effectively in a team environment
• Work independently without constant supervision
• Positive professional attitude
• Detail-oriented
• Computer literate
• Strong reading comprehension and writing skills
• Problem-solving skills
• Demonstrated ability to handle sensitive and confidential information in a secure manner. HIPPA compliant
• Works well under pressure with the demonstrated ability to multi-task
• Ideal position for someone who desires to start a career in benefits.
• Adaptable to fast paced environment

• 1-2 years experience in Customer Service, Call Center, or Healthcare environment.
• Associate degree Preferred.

• Life and Health License preferred

• Ability to sit for extended periods
• Repetitive motions
• Little physical effort