Remote Position
Contact Center Representative
🌍 Remote · United States
💼 Full-time
Requirements
The Contact Center Representative serves as the frontline support for participants and employers, handling inbound and outbound calls, and emails related to benefit accounts such as HSAs, FSAs, COBRA, and related services. This role requires strong communication skills, accuracy, empathy, and the ability to navigate regulated environments (HIPAA, IRS rules). Key Responsibilities:- Respond to incoming calls and emails from participants with professionalism and empathy.
- Provide clear and accurate information regarding benefit plan details, eligibility, contribution limits, and qualified expenses.
- Investigate and resolve routine account discrepancies, denied claims, and participant concerns independently; escalating complex issues when necessary.
- Document all interactions accurately in CRM/case management systems
- Identify and escalate unusual call volumes
- Meet performance metrics (AHT, accuracy)
Summary
Required Qualifications:- High school diploma or equivalent
- 1+ year customer service or call center experience (benefits administration, healthcare or insurance environments preferred)
- Strong verbal communication and active listening skills
- Ability to follow scripts, SOPs, and compliance requirements
- Capable of retaining training information and asking insightful follow-up questions to enhance comprehension.
- Experienced in navigating standard office software, cloud-based platforms, and client support systems
- Must be able to pass a background check
- College coursework or degree in business, accounting healthcare, or a related field
- Working knowledge of Flexible Spending Accounts (FSAs), Health Savings Accounts (HSAs), Health Reimbursement Arrangements (HRAs), COBRA, and other pre-tax benefit plans
- Familiarity with HIPAA compliance and IRS regulations related to benefit accounts
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
High school diploma, 1+ year customer service or call center experience, ability to handle inbound/outbound calls and emails about HSAs/FSAs/COBRA, follow scripts/SOPs, navigate HIPAA/IRS rules, and document interactions in CRM.
Key Responsibilities
- responding calls
- providing information
- documenting interactions
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Little Rock, Arkansas, United States
- Languages: English
Benefits
- 401k matching
- Retirement plan
About DataPath
A company providing participant and employer support for benefit accounts through call center and account services. — Industry: Finance