Benefits Customer Care Representative

McCarthy Insurance Group, Inc; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

McCarthy Insurance Group, Inc. is seeking a Benefits Customer Care Rep in New York to support active and retired employees with benefits inquiries and Medicare coordination, ensuring timely responses and accurate case handling.

You will manage email and phone inquiries, document transactions, and escalate when needed. The ideal candidate has a HR-related degree or two years of related experience, plus experience with Salesforce, PeopleSoft Benefits Administration, and DocuSign.

Qualifications

• Bachelor’s Degree in Human Resources or related field or 2 years equivalent experience.
• Minimum of 1 year experience in a fast-paced customer service environment that responded to a high volume of customer inquiries in a timely manner.
• Experience in PeopleSoft Benefits Administration module, Salesforce and DocuSign or similar software products.

Responsibilities

• Handling benefits inquiries from active and retired population, including eligibility, claims issues, Medicare coordination, and changes to dependents status and addresses.
• Providing timely responses to emails and phone calls, generally within 48 hours for inquiries unless matter is more complex.
• Supporting ad hoc customer service matters as needed.
• Regularly checking mail and handling as appropriate.
• Scanning benefits paperwork within Salesforce in a timely manner.
• Initiating and closing cases within Salesforce in a timely manner.
• Providing support to team members with auditing and processing of new hire and retirement paperwork to ensure proper documentation is submitted via Salesforce to Benefits Systems for processing.
• Processing of basic transactions within PeopleSoft such as address changes.

Skills

Multi-tasking

Prioritization

Attention to detail

Problem solving

Communication skills

Team collaboration

Education

Bachelor's Degree in Human Resources or related field

Tools

PeopleSoft Benefits Administration

Salesforce

DocuSign

Job description

Reporting to the Benefits Supervisor, the Benefits Customer Care Rep’s responsibilities include but are not limited to:

Job Responsibilities

Customer Service

• Handling benefits inquiries from our active and retired population that consists of eligibility, claims issues, Medicare benefits coordination, and changes to dependents status and addresses.
• Providing timely responses to emails and phone calls, generally within 48 hours for inquiries unless matter is more complex.
• Supporting ad hoc customer service matters as needed.

Administration

• Regularly checking mail that comes into office via internal mailroom and handle as appropriate.
• Scanning of benefits paperwork within the Salesforce system in a timely manner.
• Initiating and closing cases upon completion within Salesforce in a timely manner.
• Providing support to team members with auditing and processing of new hire and retirement paperwork to ensure proper documentation is submitted via Salesforce to Benefits Systems for processing.
• Processing of basic transactions within PeopleSoft such as address changes.

Qualifications

• Bachelor’s Degree in Human Resources or a related field or 2 years equivalent experience.
• Minimum of 1 year experience in a fast-paced customer service environment that responded to a high volume of customer inquiries in a timely manner.
• Experience in PeopleSoft Benefits Administration module, Salesforce and DocuSign or similar software products.

Desired

Ideal candidates will present the following profile:

• Ability to multi-tasks and handle competing priorities.
• Ability to quickly adapt to key benefit programs and resources to support customer inquiries.
• Strong organizational skills with attention to detail.
• Strong problem-solving skills.
• Well-developed project and process management skills.
• Proficient knowledge of Microsoft Office Suite skills with advanced skills in MS Excel.
• Ability to communicate effectively and develop positive working relationships with both internal and external partners and customers.