Customer Service Representative - $500 Sign-On Bonus!

FedPoint; Portsmouth; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading benefits marketplace in Portsmouth is seeking a Customer Service Representative to deliver exceptional support to federal and military customers. You will handle service inquiries, educate customers, and maintain compliance with security protocols. The role offers a competitive compensation of up to $22.00 per hour, a $500 sign-on bonus, and a hybrid work model with a dynamic work environment that encourages career growth.

Benefits

Generous 401k plan

Bonus opportunity based on performance

Paid time off including 3 weeks’ vacation and 12 holidays

Comprehensive health benefits

Tuition reimbursement program

6 weeks fully-paid parental leave

Qualifications

• At least 6 months of high-volume call center experience or 2+ years of related customer service experience.
• Must be able to attend the full 4 weeks of training starting on 10/31/2025.

Responsibilities

• Handle service inquiries through phone and Customer Support Center.
• Educate customers and process transactions.
• Document interactions in compliance with HIPAA guidelines.

Skills

Exceptional customer service skills

Ability to handle high-volume calls

Communication skills

Education

High school diploma or equivalent

Tools

Web-based customer service systems

Job description

Our goal at FedPoint is to foster an engaging environment for our employees that promotes career growth and supports a work-life balance. From professional development to wellness programs to volunteer opportunities, we have created a culture that puts our employees on a positive pathway to success.

About FedPoint
FedPoint creates and operates digital benefits marketplaces that make it easy forour millions of federal and military customersto understand, select, and use their benefits.A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH.

Our mission
Create and deliver world-class benefits experiences for our customers, clients, and business partners.

Customer Service Representative - $500 Sign-On Bonus!

Join our team and earn a $500 sign-on bonus!

Are you passionate about delivering exceptional customer service and thrive in a dynamic environment? We want you to join our team here at FedPoint!

As a Customer Service Representative, you’ll be the foundation of our customer support operations, delivering world-class service with a focus on trust, care, and security. You’ll communicate with customers through inbound and outbound calls, as well as via our Customer Support Center, providing expert assistance with account updates, billing inquiries, and claims information.

Every interaction is an opportunity to exceed expectations—ensuring each customer feels valued, supported, and confident that their information is handled with the highest level of confidentiality and protection. Your role is essential in creating seamless experiences while upholding our commitment to operational excellence and data security.

Become an essential part of our Federal Long Term Care Insurance team at FedPoint, where your contributions will directly impact federal customers and their families.

Compensation: Up to $22.00 per hour (based on experience) + $500 Sign-On bonus (rewarded after 2 months of successful employment!)

Start Date: Friday, October 31, 2025

Location: Portsmouth, NH - HYBRID 2 days in office and 3 days work from home.

Full-Time Position: Monday - Friday ONLY. 40 hour work week. Shifts are between 8 am and 7 pm EST.

Training: 4 WEEKS: Monday-Friday, 8:30 am - 5:00 pm EST, starting the week of November 3, 2025

Equipment is provided and training is paid!

In person attendance for training days is required.

Key Responsibilities: You will handle a range of service inquiries through phone and our Customer Support Center. Daily tasks include educating customers, processing transactions, and troubleshooting issues using web-based systems. All interactions must be accurately documented in compliance with HIPAA guidelines.

Outbound Communication: Proactively reach out to enrollees for information and updates.

Reliability: Demonstrate consistent reliability by arriving on time, adhering to assigned schedules, and maintaining full availability during working hours

Accuracy: Provide accurate and complete information and adhere to all security protocols.

Training & Development: We hold a formal career track leading to advancement opportunities, including a mandatory Long Term Care certification within 9 months of employment.

Qualifications:

• High school diploma or equivalent
• At least 6 months of high-volume call center experience or 2+ years of related customer service experience.
• Experience with web-based customer service systems is required; familiarity with work distribution systems is a plus.
• Must be able to attend the full 4 weeks of training with the start date of Friday 10/31/2025 (training is fully on-site)

Why Join Us?

At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.

We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what’s in it for you?

• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees can earn up to 7% of their salary, based on company performance. (Inquire about eligibility with our recruiter)
• Lots of paid time off:3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.

All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.