Benefits Enrollment Specialist

*2 month contract, possible extensions

*This is NOT a work from home opportunity. Must be OK working on site in Mandaluyong City

*MUST be okay withing working in US EST business hours, this would be 8PM-3AM

Must Haves:

• ServiceNow experience
• Genesys (or similar contact-center platform) experience
• High-volume inbound call center or customer service experience
• Benefits enrollment, employee benefits support, HR shared services, or HR service center experience
• Ability to manage back-to-back calls in a fast-paced environment
• Strong verbal and written English communication skills
• Experience navigating multiple systems while speaking with customers
• Real-time case documentation and note-taking experience
• Strong typing and data entry accuracy
• Experience using case management or ticketing systems
• Ability to follow scripted workflows, policies, and escalation procedures
• Experience handling confidential employee, healthcare, or sensitive information
• Strong problem-solving skills and judgment regarding when to resolve versus escalate issues
• Ability to de-escalate frustrated callers while maintaining professionalism
• Strong attention to detail and compliance mindset
• Comfortable using Microsoft Teams and collaborating in a virtual support environment

Plusses:

• Prior Open Enrollment support experience
• Employee benefits administration knowledge HR Shared Services or Employee Service Center experience
• Healthcare industry experience
• Experience with HRIS or benefits administration systems
• Experience supporting U.S.-based employees
• Familiarity with first-contact resolution practices
• Experience handling complex case escalations
• Experience working against service-level agreements (SLAs), handle time, or quality metrics
• Previous experience with protected or confidential records International delivery center or BPO experience
• Experience supporting large employee populations (10,000+ employees)
• Knowledge of benefits terminology including medical, dental, vision, life insurance, and leave-related programs

Day to Day:

• Answer inbound calls from Novant Health employees regarding benefits and Open Enrollment questions.
• Verify employee identity before accessing or discussing any account information. (They will be following a script and MUST be able to stay on script)
• Navigate multiple systems simultaneously while actively assisting callers.
• Research benefit information and provide approved guidance, resources, links, and enrollment instructions.
• Create, update, and document cases in ServiceNow (or similar case management systems) during live calls.
• Enter detailed case notes that clearly outline the issue, actions taken, and next steps.
• Resolve employee inquiries when possible or escalate complex issues to Tier 2 support teams.
• Direct employees to benefit education sessions, drop-in support opportunities, and other available resources.
• Communicate professionally with employees experiencing confusion, frustration, or enrollment challenges.
• Maintain compliance with privacy, security, and confidentiality requirements at all times.
• Collaborate with peers, trainers, and leadership through Microsoft Teams and other communication tools.
• Participate in training, shadowing, and ongoing learning sessions to stay current on benefits information and processes.
• Support post-enrollment cleanup activities, including unresolved cases and employee follow-up needs as required.
• Meet quality, documentation, and service-level expectations while managing a high volume of inbound calls.