Benefits Enrollment Specialist — Open Enrollment Expert

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

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.