Customer Service Representative - Work From Home

Position: Customer Service Representative - Work From Home (Multiple Locations) | 2026
Company Description

WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals.

Our unique perspective allows us to see the critical intersections between talent, assets and ideas - the dynamic formula that drives business performance. Together, we unlock potential. Learn more at

Job Description

WTW has an exciting seasonal opportunity for a motivated Customer Service Representative in its Via Benefits business. This role involves managing customer relationships, working in a high-volume environment, and providing a great customer experience to drive loyalty. Your goal as a Customer Service Representative is to be an advocate for our participants and assist them with enrollment questions, applications, general concerns and questions about their accounts.

You will spend approximately 95% of your day in phone conversations exercising patience, kindness, and expertise.

Although this temporary role is open for remote work, you must be a current resident of Alabama, Arkansas, Arizona, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, Nebraska, Nevada, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, or Wyoming to be considered for this role.

Customer Service Representatives will start at $16.50/hr. and will be eligible for OT when required during peak season. In addition to a remote work opportunity (eligibility requirements to work from home must be met), you are eligible for the WTW 401(k) Savings Plan, the Employee Assistance Program (EAP), the Commuter Accounts program and any other benefits required by law.

When you apply for the Customer Service Representative role, you will be placed in one of four specialties:
Application Customer Service Representative (ACSR), Customer Service Representative (CSR), Active Funding Representative (AFR), or Service Operations Administration Resource (SOAR). Additional details are below:

Application Customer Service Representative (ACSR)

Your goal as an ACSR is to use a consultative approach to finalize the participants' application in a structured process and clearly articulate application verbiage to meet legal requirements.

Customer Service Representative (CSR)

Your goal as a CSR is to be an advocate for our participants and assist them with enrollment issues, applications, general questions and concerns, and facilitating their Health Reimbursement Accounts (HRA).

Active Funding Representative (AFR)

Your goal as an AFR is to be an advocate for our actively employed participants and assist them with debit card issues, general questions, and concerns, and facilitate their enrolled funding benefit plans, including Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Commuter and other available benefits.

Service Operations Administration Resource (SOAR)

Your goal as a SOAR representative is to provide administrative support to our internal teams and our participants through task assignments supporting enrollments, Health Reimbursement Accounts (HRA), and general issues, including outreach and auditing responsibilities.

All specialties have common responsibilities and requirements.

Responsibilities

Listen, assess, and understand client needs and questions using a consultative approach

Finalize the participant's application through a structured process

Accurately track and report outbound contact attempts and identify possible trends

Follow all compliance regulations for service and application inquiries

Identify the root cause of issues and effectively communicate solutions to participants

Effectively and empathetically assists participants over the phone

Works effectively in multiple internal systems to solve problems

Show patience and kindness to deescalate…