Benefits Support Representative I

Location: Plano,Texas,United States

Job Title: Benefits Support Representative Department: Benefits Support Center Location: Plano, TX Reports To: Benefits Support Center Manager

Job Summary The Benefits Support Representative is the voice of Selerix for employees at client organizations. This role exists to ensure that every employee who has a question about their benefits, needs help enrolling, or has an issue to resolve can get a clear, accurate, and human answer - quickly and without friction. The BSR is not a gatekeeper or a ticket-closer. The standard for this role is whether the employee got what they needed and would say so. In a call center environment where volume peaks dramatically during open enrollment, the ability to handle contacts accurately, efficiently, and with genuine care is what protects the client relationship and reflects the Selerix brand.

Key Responsibilities

• Handle inbound and outbound employee contacts professionally and accurately - opening the interaction with clarity, listening actively to understand the actual need, providing a correct answer or resolution, and closing with a clear next step.
• Return 100% of calls received before the daily cutoff within the same business day - ensuring no employee is left waiting without a response.
• Manage difficult or emotionally charged interactions with composure and genuine care - recognizing that an employee calling about a benefits issue may be dealing with a health event, financial concern, or a confusing process they've never navigated before.
• Verify information before providing it to an employee - referencing the case, plan documentation, or a colleague rather than guessing when uncertain.
• Escalate contacts that exceed BSC scope promptly and with full context - so the CSM or the appropriate team can pick up without delay or repeated explanation from the employee.
• Document interactions appropriately - capturing what the employee needed, what was provided, and any open items requiring follow-up.
• Build working knowledge of benefits fundamentals - health plan types, enrollment periods, qualifying life events, and Selerix platform navigation from an employee's perspective - sufficient to handle standard employee inquiries accurately.
• Develop familiarity with client-specific plan designs as new clients onboard - actively seeking out plan information rather than waiting to be trained on it.
• Share what you learn about specific client plan designs, common employee questions, or platform navigation with teammates - contributing to a team that gets collectively better.

Qualifications

• 0-2 years of professional experience in a customer service, call center, or employee-facing role.
• Experience handling inbound phone contacts in a structured service environment preferred.
• Benefits administration or HR experience a plus but not required.
• Genuine empathy - ability to acknowledge an employee's frustration or confusion before jumping to the answer.
• Clear verbal communication - ability to explain benefits concepts in plain language without jargon.
• Active listening - ability to identify what an employee actually needs, which is often different from what they literally asked.
• Attention to detail - verifies information before providing it; does not guess.
• Composure under pressure - can manage difficult or emotional calls without losing professionalism.
• Familiarity with benefits concepts (health insurance, FSA/HSA, enrollment periods, qualifying life events) a plus.
• Experience with benefits administration or enrollment platforms a plus.
• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Must be willing and able to study for, obtain, and maintain applicable state insurance licenses, including Life, Health, and Long-Term Care (LTC) licenses, within required timeframes.

Locations in Plano, Texas - Columbia, South Carolina - Harahan, Louisiana - Indianapolis, Indiana - Hybrid work schedule

Must be eligible for US employment We offer the following benefits:

• Medical, Dental and Vision insurance
• 4 weeks paid time off (PTO)
• 9 paid holidays
• Tuition Reimbursement
• 401K (with match)
• Basic Life
• Long-Term Disability

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