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.