Benefits Enrollment Specialist

Insight Global; Philippines; On-site; PHP 3,141,000 - 4,397,000; Full time

Job summary

Insight Global is seeking a benefits support specialist to handle high-volume inbound calls from US-based employees regarding Open Enrollment and benefits questions. You will verify identity, navigate multiple systems, and document cases in ServiceNow during live calls.

Proficiency in English, strong data entry, and the ability to de-escalate frustrated callers are essential, with collaboration via Microsoft Teams in a remote, fast-paced environment.

Qualifications

• Experience with ServiceNow or similar case management tool.
• Experience in high-volume inbound call or customer service roles.
• Experience in benefits enrollment or HR service center settings.
• Ability to maintain scripts and follow escalation procedures.
• Experience handling confidential employee and health information.
• Strong typing and accurate data entry.

Responsibilities

• Answer inbound calls from employees regarding benefits and enrollment questions.
• Verify employee identity using scripted workflows before discussing accounts.
• Navigate multiple systems while assisting callers and recording cases.
• Create and document cases in ServiceNow during live calls.
• Enter detailed notes with issue, actions, and next steps.
• Resolve inquiries or escalate to Tier 2 support as needed.
• Direct employees to education sessions and available resources.
• Maintain privacy, security, and confidentiality at all times.
• Collaborate with peers and leadership via Microsoft Teams.
• Participate in ongoing training to stay current on benefits processes.
• Support post-enrollment cleanup and unresolved case follow-up.
• Meet quality, documentation, and SLAs while handling high call volumes.

Skills

ServiceNow experience

High-volume inbound calls

Benefits enrollment support

HR shared services

Fast-paced environment

Verbal and written English

Multisystem navigation

Real-time case documentation

Data entry accuracy

Case management systems

Follow scripted workflows

Handle confidential information

Problem-solving and judgment

De-escalation skills

Microsoft Teams

Job description

*MUST be okay withing working in US EST business hours, this would be 8PM-3AM

Must Haves:

• ServiceNow experience
• High-volume inbound call center or customer service experience
• Benefits enrollment, employee benefits support, HR shared services, or HR service center experience
• Ability to manage back-to-back calls in a fast-paced environment
• Strong verbal and written English communication skills
• Experience navigating multiple systems while speaking with customers
• Real-time case documentation and note-taking experience
• Strong typing and data entry accuracy
• Experience using case management or ticketing systems
• Ability to follow scripted workflows, policies, and escalation procedures
• Experience handling confidential employee, healthcare, or sensitive information
• Strong problem-solving skills and judgment regarding when to resolve versus elevate issues
• Ability to de-escalate frustrated callers while maintaining professionalism
• Strong attention to detail and compliance mindset
• Comfortable using Microsoft Teams and collaborating in a virtual support environment

Plusses:

• Employee benefits administration knowledge HR Shared Services or Employee Service Center experience
• Healthcare industry experience
• Experience with HRIS or benefits administration systems
• Experience supporting U.S.-based employees
• Familiarity with first-contact resolution practices
• Experience handling complex case escalations
• Experience working against service-level agreements (SLAs), handle time, or quality metrics
• Previous experience with protected or confidential records International delivery center or BPO experience
• Experience supporting large employee populations (10,000+ employees)
• Knowledge of benefits terminology including medical, dental, vision, life insurance, and leave-related programs

Day to Day:

• Answer inbound calls from Novant Health employees regarding benefits and Open Enrollment questions.
• Verify employee identity before accessing or discussing any account information. (They will be following a script and MUST be able to stay on script)
• Navigate multiple systems simultaneously while actively assisting callers.
• Research benefit information and provide approved guidance, resources, links, and enrollment instructions.
• Create, update, and document cases in ServiceNow (or similar case management systems) during live calls.
• Enter detailed case notes that clearly outline the issue, actions taken, and next steps.
• Resolve employee inquiries when possible or escalate complex issues to Tier 2 support teams.
• Direct employees to benefit education sessions, drop-in support opportunities, and other available resources.
• Communicate professionally with employees experiencing confusion, frustration, or enrollment challenges.
• Maintain compliance with privacy, security, and confidentiality requirements at all times.
• Collaborate with peers, trainers, and leadership through Microsoft Teams and other communication tools.
• Participate in training, shadowing, and ongoing learning sessions to stay current on benefits information and processes.
• Support post-enrollment cleanup activities, including unresolved cases and employee follow-up needs as required.
• Meet quality, documentation, and service-level expectations while managing a high volume of inbound calls.