Benefit Specialist Member Services Bureau - Call Center

Lancesoft; Madison (WI); Hybrid; USD 42,000 - 64,000; Full time

Job summary

LanceSoft invites you to join the Member Call Center in the Benefit Services Bureau, supporting retirees, members, and employers with benefit questions and complex program details.

You will explain options, deadlines, and eligibility, and help update health insurance and premium payments. The role requires accuracy and strong communication in a fast-paced environment.

Remote work with in-person training in Wisconsin, adherence to WI statutes, and quarterly in-person meetings.

Qualifications

• Experience with researching and explaining benefit options.
• Ability to understand and communicate complex information clearly.
• Calculate estimated and final benefit amounts.
• Provide detailed benefit information and deadlines.
• Effective customer service skills.
• Research and apply WI statutes, Admin Codes, and policies.
• Be organized and detail-oriented.

Responsibilities

• Research, answer, and resolve questions about ETF benefits for retirees, members, and employers.
• Explain options, eligibility, and deadlines in an easy-to-understand format.
• Monitor and update health insurance benefit changes and premium payments as needed.
• Assist employers with benefit adjustments and monthly premium changes.
• Ensure timely and accurate processing of retirees' payments.

Skills

Benefit knowledge

Call center

Customer service

Communication

Data entry

Problem solving

Regulatory knowledge

Microsoft Excel

Documentation

Multi-tasking

Tools

CRM software

Microsoft Word

Microsoft Excel

Access

Job description

Title

Benefit Specialist Member Services Bureau - Call Center

Duration

10/19/2026 - more than 12 Months

Work Hours

40 hours/week

Location

4822 Madison Yards Way, Madison, WI 53705

Position

Remote

Note

*** Only accepting candidates that are current WI residents. This position allows the candidate to be fully remote, candidates must participate in one week of in-person training (total training is 6 weeks long). Will be required to attend quarterly meetings for the day (total of 4 in-person in-office days per year). Must have at least 3 years of call center experience. ***

Job Description

As a Benefit Specialist, you'll work directly with retirees, members, and employers to research, answer, and resolve complicated questions and problems relating to ETF's benefit programs (health, life, disability and ICI) and retirement programs. You'll use the knowledge you learn through training to thoroughly explain available benefit programs, options, eligibility requirements, and application deadlines to participating employers and members. You will need to provide the information in an easy-to-understand format so members can make informed decisions. You may also be responsible for monitoring and updating changes to health insurance benefits, including changing how a retiree's health insurance premiums are paid, assisting employers with benefit adjustments and adjusting members monthly payments as needed. The work you do will ensure that State and Local government employees and retirees have the insurance coverages they need when they need them, and that retirees' monthly payments are made timely and accurately. There are a lot of deadlines and your attention to detail will be key, but you'll have a lot of opportunities to feel accomplished in meeting those requirements.

Qualifications

• Minimally qualified candidates will have experience with the following items:
• Analyze records to determine eligibility for benefits.
• Ability to understand and communicate complex information.
• Calculate estimated and final benefit amounts.
• Provide complex and detailed benefit information.
• Effectively communicating benefit options.
• Effective customer service techniques.
• Research, interpret and apply relevant WI Statutes, Admin Code, and Department policies and procedures that pertain to ETF-administered programs.
• Participate and provide input regarding benefit policy and administrative rules.
• Obtain relevant information without disclosing confidential information.
• Apply state and federal tax laws and regulations pertaining to available benefits.
• Ability to interact positively with a variety of persons at different levels within and outside the organization.
• Ability to use complex and sophisticated personal computer-based software systems (e.G., Microsoft Windows applications such as Word, Excel, Access, etc.)
• Ability to use complex case management, customer relationship management, and benefit processing software.
• Excellent written, oral and interpersonal skills required.
• Good phone presence.
• Must develop in-depth knowledge of the Wisconsin Statutes and Administrative Codes relating to the benefits administered by Employee Trust Funds.

What we are looking for

The Member Call Center in the Member Services Bureau is seeking a reliable call center representative to provide information and answer the questions for our members regarding their benefits. We're looking for someone who will take ownership for each member interaction, can anticipate our members' needs and exceed their expectations, and someone who views change as an essential function of growth.

EEO Employer

EEO Employer LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.