BCforward is currently seeking a highly motivated Call Center Representative – Pennington, NJ 08534

Job Title:              Customer Service Representative (Level III)

Location:              Pennington, NJ 08534

Duration:             12 Months Contract

Pay Rate:              $21/hr. on W2

We are seeking a Customer Service Representative (Level III) to join our dynamic team within Health Benefits Solutions. The ideal candidate will have strong experience in client support, account servicing, and multi-system navigation and a proven ability to deliver accurate, compliant, and empathetic resolutions that improve customer financial outcomes.

Responsibilities:

·         Provide clear, complete, and accurate responses to client and internal partner inquiries at point of call.

·         Deliver effective and efficient operational support for internal business partners, external customers, and potential clients.

·         Authenticate clients, adhere to policies and procedures, and identify and escalate potential risk.

·         Navigate multiple applications and tools to research policies, understand products and services, and resolve account issues.

·         Guide consumers on HSA-related needs including filing claims, ordering debit cards, password resets, suspending lost or stolen cards, and accessing statements.

·         Demonstrate commitment to an experience that improves customers’ financial lives.

Required Skills & Qualifications:

·         Proficiency in call handling, documentation, and use of multiple enterprise systems.

·         Strong analytical and problem-solving skills with attention to accuracy and compliance.

·         Effective communication and teamwork abilities in a fast-paced service environment.

·         Experience supporting financial services or health benefits accounts.

Preferred Skills:

·         Knowledge of Health Savings Accounts and employer-sponsored benefit plans.

·         Prior experience in a regulated contact center environment.

Schedule & Work Expectations:

·         Training hours: Monday through Friday, 9:00 AM – 5:30 PM EST. Must be able to work in a virtual setting on site during training.

·         Post-training shifts (EST): M–F 8:00 AM – 4:30 PM, 9:00 AM – 5:30 PM, 10:00 AM – 7:30 PM, 12:00 PM – 8:30 PM.

·         Punctuality: Up to 16 hours permitted within first 90 days. Time off during training is not recommended.

·         Attendance: Use the designated call-out line and communicate with supervisor and vendor. Daily attendance during training and scheduled shifts is required.

·         Dress code: Professional business casual is required, including interviews.

·         Cell phones: Manager will confirm designated locations and times for personal calls.

·         Personal items: Do not bring blankets or similar personal items to training.

Department:

RBCC HBS – Health Benefits Solutions. This team serves consumers with Health Savings Accounts offered through employer-sponsored plans.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward: