Beneficiary Support Specialist

Accountabilities: Respond to beneficiary and customer inquiries about products, services, account information, and complaints through telephone, email, and other communication channels. Use computerized systems and databases to retrieve information, document customer concerns, record resolutions, and update account details. Process customer requests, which may include orders, billing and payment inquiries, claims, returns, refunds, and exchanges. Identify issues requiring additional assistance and escalate them through the appropriate channels. Complete customer interactions within established working hours while maintaining service quality and productivity standards. Meet performance expectations related to average handling time, schedule adherence, accuracy, and customer satisfaction. Receive and apply feedback from colleagues, business partners, leadership, and customer survey results to improve performance. Adapt to evolving customer expectations by learning and applying new procedures, tools, and service techniques. Communicate respectfully and professionally with customers from diverse cultural backgrounds. Manage multiple tasks and software systems efficiently while maintaining accurate records and following established work practices. Requirements: High school diploma required; an associate or bachelor's degree is preferred. At least one year of call center experience. Previous customer service or beneficiary support experience is an advantage. Strong verbal and written communication skills, with the ability to explain information clearly and professionally. Experience working with international customers or serving culturally diverse populations. Previous experience in a quality-focused or production-driven work environment. Basic computer proficiency, including familiarity with Microsoft applications, internet research, and email. Ability to navigate multiple software systems simultaneously and learn new tools and processes. Strong interpersonal skills, sound judgment, and the ability to prioritize competing tasks. Ability to work independently, manage time effectively, and meet established performance targets. Flexibility to support business needs outside the standard schedule when required. Access to a private, secure, and quiet home workspace. Reliable broadband internet with minimum speeds of 40 Mbps download and 5 Mbps upload, along with Ethernet connectivity; Wi-Fi-only connections are not accepted. Ability to sit for extended periods and perform standard office-related physical activities, including occasional lifting or moving of items weighing up to 10 pounds. Successful completion of required background and suitability checks, drug screening, and skills assessments. Benefits: Hourly pay: $17.75 per hour. Additional health and wellness contribution: $5.09 per hour, bringing the combined compensation and benefits value to $22.84 per hour. Medical, dental, vision, and life insurance coverage. Paid time off and paid holidays. Eligibility to participate in a 401(k) plan. Additional ancillary benefits designed to support employees' professional, physical, and financial well-being. Access to professional development, coaching, and skills-building opportunities. Remote work arrangement with computer equipment, monitor, and headset provided. Operating hours are Monday through Friday, 6:00 AM to 6:00 PM Eastern Time, with shifts varying within this schedule.