Benefits Resource Representative (Contract)

Position Information Job Title: Benefits Resource Representative Department: Operations Reports To: Team Manager / Operations Manager Location: Remote – Jamaica Employment Type: Temporary Full-Time Employment Term: 3 Months Scope: Phone Based Job Summary The Benefits Resource Representative assists individuals with enrolling in insurance coverage by providing clear information, answering questions, and guiding members through the application and enrollment process. This role serves as a key point of contact for customers seeking assistance with understanding available insurance options, eligibility requirements, and completing enrollment documentation. The representative will interact with members through inbound and outbound calls, and internal systems to ensure accurate enrollment processing and a positive customer experience. This role requires strong communication skills, attention to detail, and the ability to navigate multiple systems while maintaining professionalism and compliance with insurance guidelines and company policies. Work Schedule • Schedule: Monday to Friday ( hours may range from 25-40 hours and may decrease as we move into late November and December) • Time Zone: Must be able to work aligned with U.S. operational time zones (EST preferred) • Flexibility: May be required during peak enrollment or open enrollment periods Essential Job Functions (Listed in order of importance with approximate % of time. Total equals 100%.) Insurance Enrollment Assistance – Guide individuals through the insurance enrollment process by explaining available coverage options, eligibility requirements, and necessary documentation. 30% Inbound & Outbound Member Support – Respond to member inquiries via phone, or messaging platforms regarding enrollment status, coverage details, and program information. 25% Application Processing & Documentation Review – Assist with completing enrollment forms, reviewing submitted documentation for accuracy, and ensuring all required information is properly captured. 20% System Navigation & Data Entry – Enter and maintain accurate records within CRM, enrollment platforms, and internal databases. 10% Compliance & Policy Adherence – Ensure all enrollment activities comply with insurance regulations, program guidelines, and company procedures. 10% Customer Experience & Issue Resolution – Provide professional and empathetic support while addressing concerns, resolving issues, or escalating complex cases when necessary. 5% Required Qualifications (Knowledge, Skills & Experience) Minimum of 3 years of customer service and/or call center experience 1-2 years of benefits or healthcare experience Strong English communication skills, both verbal and written Reliable internet service capable of supporting all required systems Secure and quiet work environment Additional monitor available for use - Mandatory Willingness to remain camera-ready during working hours At least 1 year of experience using Microsoft products, including Microsoft Teams Please note that we have zero tolerance for background noise or unprofessional work environments Preferred Qualifications • Previous experience in Insurance Enrollment, Benefits Administration, or similar programs. • Experience working in a BPO or remote support environment. • Familiarity with CRM systems, case management systems, or enrollment platforms. • Experience supporting U.S.-based clients or customers. Work Conditions / Physical Demands / Travel Requirements This position operates in a fully remote environment and requires: • Quiet, professional workspace suitable for customer calls • Reliable high-speed internet connection • Laptop or desktop computer with functioning camera • Having an additional monitor • Wired noise-canceling headset • Ability to remain seated and work on a computer for extended periods Travel is not required. Hardware Requirements Operating System: Windows 11 or higher Processor: Intel Core i5, 8th Generation or higher Storage: Minimum of 128 GB HDD Audio Equipment: USB noise-cancelling headset Internet Requirements Connection Type: Ethernet connection is mandatory Minimum Download Speed: 100 Mbps Minimum Upload Speed: 25 Mbps Latency: Must remain under 75 ms Jitter: Must remain under 20 ms Packet Loss: Must remain under 1% Loaded Latency: Preferably under 150 ms Loaded Jitter: Preferably under 30 ms Note: Internet requirements may vary depending on client-specific needs. Employees are expected to adjust their connectivity setup accordingly when notified. Important Notes • This role may involve high call volumes during enrollment periods. • Representatives must maintain professionalism, empathy, and accuracy when assisting members. • Employees are expected to strictly adhere to data privacy, confidentiality, and compliance standards. • Responsibilities may evolve based on program needs or operational changes. Disclaimer This job description outlines the general nature and level of work performed and is not intended to be an exhaustive list of duties or responsibilities. Duties may be adjusted to meet business needs. © VL BPO | Confidential & Proprietary Template