Call Center Representative

Job Description

Job Description

BCforward is currently seeking a highly motivated Call Center Representative – Pennington, NJ 08534

Job Title:

Customer Service Representative (Level III)

Location:

Pennington, NJ 08534

Duration: 12 Months Contract

Pay Rate: $21/hr. on W2

We are seeking a Customer Service Representative (Level III) to join our dynamic team within Health Benefits Solutions. The ideal candidate will have strong experience in client support, account servicing, and multi-system navigation and a proven ability to deliver accurate, compliant, and empathetic resolutions that improve customer financial outcomes.

Responsibilities:

• Provide clear, complete, and accurate responses to client and internal partner inquiries at point of call.
• Deliver effective and efficient operational support for internal business partners, external customers, and potential clients.
• Authenticate clients, adhere to policies and procedures, and identify and elevate potential risk.
• Navigate multiple applications and tools to research policies, understand products and services, and resolve account issues.
• Guide consumers on HSA-related needs including filing claims, ordering debit cards, password resets, suspending lost or stolen cards, and accessing statements.
• Demonstrate commitment to an experience that improves customers’ financial lives.

Required Skills &

Qualifications:

• Proficiency in call handling, documentation, and use of multiple enterprise systems.
• Strong analytical and problem-solving skills with attention to accuracy and compliance.
• Effective communication and teamwork abilities in a fast-paced service environment.
• Experience supporting financial services or health benefits accounts.

Preferred

Skills:

• Knowledge of Health Savings Accounts and employer-sponsored benefit plans.
• Prior experience in a regulated contact center environment.

Schedule & Work Expectations:

• Training hours:
  Monday through Friday, 9:00 AM – 5:30 PM EST. Must be able to work in a virtual setting on site during training.
• Post-training shifts (EST): M–F 8:00 AM – 4:30 PM, 9:00 AM – 5:30 PM, 10:00 AM – 7:30 PM, 12:00 PM – 8:30 PM.
• Punctuality:
  Up to 16 hours permitted within first 90 days. Time off during training is not recommended.
• Attendance:
  Use the designated call-out line and communicate with supervisor and vendor. Daily attendance during training and scheduled shifts is required.
• Dress code:
  Professional business casual is required, including interviews.
• Cell phones:
  Manager will confirm designated locations and times for personal calls.
• Personal items:
  Do not bring blankets or similar personal items to training.

Department:

RBCC HBS – Health Benefits Solutions. This team serves consumers with Health Savings Accounts offered through employer-sponsored plans.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward: