US Benefits HR Assistant
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Job Description
Remote Benefits Representative supporting employee benefits inquiries for Aston Carter’s corporate talent-solutions business. Managing HR cases, interpreting plan rules, and resolving issues through phone, chat, and case tools.
Responsibilities:
- Serve as the primary point of contact for employee benefits inquiries via phone, chat, and HR case management tools.
- Provide accurate, consistent, and timely information on financial and health-related benefits in alignment with plan rules and internal policies.
- Own employee contacts from intake through resolution, ensuring cases are accepted, tracked, and closed.
- Assess employee needs, develop case management plans, and adjust plans as circumstances change.
- Investigate issues, interpret benefit terms, and make sound decisions supporting the end-to-end benefits process.
- Use FAQs, knowledge base articles, and standard operating procedures to resolve inquiries; escalate cases outside documented guidance.
- Respond to employee-impacting issues during benefits events, communicating clearly and documenting thoroughly.
- Build trust through empathetic, personalized conversations and handle sensitive situations with care and discretion.
- Balance established processes with individual employee needs using sound judgment.
- Meet service level agreements, productivity targets, and quality standards.
- Prioritize tasks and pivot between multiple communication channels while maintaining attention to detail.
- Collaborate with partner teams on cross-functional issues, feedback, policies, and processes.
- Identify recurring issues, suggest documentation enhancements, and support process changes.
- Maintain excellent verbal and written communication with employees and internal stakeholders.
- Protect confidential information and handle employee data professionally and carefully.
Requirements:
- 2+ years of experience working in Benefits or Human Resources, preferably in a contact center or shared services environment.
- Strong customer service experience with a demonstrated ability to prioritize quality and customer experience.
- Excellent organizational and time management skills, including the ability to manage multiple cases and tasks simultaneously.
- Outstanding verbal and written communication skills.
- Ability to understand and interpret benefit terms, programs, and plan rules.
- Proven ability to act quickly and address customer issues while demonstrating strong judgment and decision-making skills.
- High degree of ownership and accountability for resolving employee issues from start to finish.
- Ability to handle sensitive and confidential situations with empathy, discretion, and professionalism.
- Experience working in rapid and complex changing work environments, with the ability to adapt to evolving processes and priorities.
- Ability to thrive in a fast-paced environment, pivoting between multiple communication channels and tasks while maintaining accuracy.
- Technical aptitude and proficiency with Microsoft Office Suite or similar software tools.
- Strong problem-solving and research skills.
- Experience in a contact center or shared service environment supporting HR or benefits inquiries.
- Ability to adapt to a flexible working environment with changing processes and expectations.
- Experience collaborating with cross-functional teams to address process issues and implement improvements.
- Exposure to benefits administration in a large corporate environment.
- Interest in continuous learning and staying current with changes in benefits programs and HR policies.
- Bilingual skills in Spanish are a plus but not required.
Benefits:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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