Call Center Representative

About This Role

This temporary assignment in a call center supports participants and employers with their employee benefit accounts. The role involves helping others, communicating clearly, and resolving questions with accuracy and empathy. It offers the potential to transition into permanent, full-time employment for individuals who demonstrate top-tier performance, reliability, and strong customer service.

Responsibilities

• Respond to incoming calls and emails with professionalism, patience, and empathy
• Handle outbound communications to address participant and employer questions
• Explain benefit plan details, eligibility, contribution limits, and qualified expenses clearly and accurately
• Research and resolve routine account discrepancies, denied claims, and participant concerns, escalating complex matters when needed
• Document customer interactions and resolutions accurately in CRM and case management systems
• Follow established scripts, standard operating procedures, and applicable HIPAA and IRS requirements
• Meet performance expectations for accuracy and average handling time
• Identify and escalate unusual call volumes or service concerns

Requirements

• High school diploma or equivalent
• At least one year of customer service or call center experience
• Strong verbal communication, active listening, and customer service skills
• Attention to detail and the ability to explain account information in an understandable way
• Ability to retain training information, ask thoughtful follow-up questions, and apply established procedures consistently
• Comfort navigating standard office software, cloud-based platforms, and customer support systems
• Ability to successfully complete a background check
• Current Arkansas residency and availability to complete training before transitioning to remote work

Nice to have:

• College coursework or a degree in business, accounting, healthcare, or a related field
• Working knowledge of FSAs, HSAs, Health Reimbursement Arrangements (HRAs), COBRA, and other pre-tax benefit plans
• Familiarity with HIPAA compliance and IRS regulations related to benefit accounts

Important Details

• Contract: temporary assignment with potential for permanent, full-time employment based on top-tier performance and business needs
• Work format: training followed by a transition to remote work
• Candidate eligibility: only local, Arkansas-based candidates will be considered

About the Company

Arkansas Talent Group is an Executive Permanent Placement Recruitment Firm.