Customer Service Call Center Representative

Our goal at FedPoint is to foster an engaging environment for our employees that promotes career growth and supports a work-life balance. From professional development to wellness programs to volunteer opportunities, we have created a culture that puts our employees on a positive pathway to success.

About Fed Point
FedPoint creates and operates digital benefits marketplaces that make it easy forour millions of federal and military customers to understand, select, and use their benefits.

A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH.

Our mission
Create and deliver world-class benefits experiences for our customers, clients, and business partners.

Start Date: Friday, October 30, 2026
Location: Portsmouth, NH – HYBRID (2 days in office / 3 days remote)
Schedule: Full-time, Monday–Friday, 40 hours per week (variable shifts between 8:00 AM – 7:00 PM EST)
Compensation: Up to $22.00/hour, based on experience
Training: 4.5 weeks, Monday–Friday, 8:30 AM – 5:00 PM EST
Training Attendance: In-person attendance required; equipment provided and training is fully paid.

Are you passionate about delivering exceptional customer service and thrive in a dynamic environment? Join our Customer Service team—where your work directly supports federal employees, their families, and a mission that truly matters.

As a Customer Service Representative, you’ll be part of a team committed to trust, care, and security. You’ll support enrollees by handling complex inbound and outbound calls and responding through our Customer Support Center. Whether assisting with account updates, billing questions, or claims-related inquiries, you’ll help create a seamless and reassuring customer experience.

Every interaction is an opportunity to make a difference—and to strengthen our commitment to operational excellence and data security.

• Support FLTCIP (Federal Long-Term Care) enrollees by responding to service inquiries via phone and our Customer Support Center
• Educate callers, process transactions, and troubleshoot issues using web-based, CRM, and case management systems
• Document all interactions accurately and in compliance with HIPAA and program guidelines
• Conduct outbound calls to gather information or support business needs
• Provide clear, accurate, and timely information while following all privacy and security protocols
• Maintain reliability in attendance, schedule adherence, and availability during scheduled shifts
• Participate in our formal career track, including required Long Term Care certification within 9 months of employment

• High school diploma or equivalent
• At least 6 months of high-volume call center experience or 2+ years of customer service experience
• Experience using web-based service systems; familiarity with CRM and work distribution systems preferred
• Strong verbal communication skills and comfort working in a fast-paced, structured environment
• Ability to multitask across multiple systems while maintaining accuracy
• Ability to attend full (in-person) 4.5 week training beginning October 30, 2026

At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.

We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what’s in it for you?

• Generous 401k plan
  : 100% match of employee's contribution, up to a maximum of 6%…