Licensed Benefits Customer Service Representative

EngageCX is dedicated to empowering partners to deliver exceptional customer experiences. The Licensed Benefits Customer Service Representative will serve as the first point of contact for individuals seeking assistance with their employee benefits, providing knowledgeable guidance and resolving concerns to ensure outstanding customer service.

Responsibilities:

• Answer inbound calls from members regarding their benefit plans and available services
• Make occasional outbound follow-up calls when additional assistance or updates are needed
• Assist members with enrolling in benefit plans and navigating the enrollment process
• Troubleshoot website login and account access issues
• Educate members on their available benefit options using client-specific resources
• Direct callers to the appropriate carrier or department when necessary
• Verify each caller’s identity by following required authentication procedures
• Accurately document all customer interactions in the appropriate systems
• Maintain professionalism, empathy, and confidentiality during every interaction
• Meet quality, compliance, and productivity expectations while delivering excellent customer service

Requirements:

• Active resident state license with both Life AND Health lines of authority — must be valid through December 31, 2026
• Excellent verbal and written communication skills
• Strong customer service and active listening abilities
• Comfortable navigating multiple computer applications simultaneously
• Ability to quickly learn and reference multiple client-specific benefit resources
• Strong attention to detail and documentation skills
• Ability to maintain confidentiality while handling sensitive personal information
• Professional, dependable, and able to remain calm in a fast-paced environment
• Previous call center, healthcare, insurance, or benefits experience is a plus, but not required depending on the position
• No planned time off or unavailability from September 8, 2026 through December 31, 2026
• Availability for full 4-week training: Monday–Friday, 8:45 AM – 5:30 PM EST
• Willingness and ability to work overtime, October–December, if business needs require
• Availability to work Saturdays 10:00 AM – 2:00 PM ET during peak Open Enrollment
• 2 or more years of benefits counseling experience
• Prior experience in an inbound call center or contact center environment
• Bilingual in English and Spanish (additional 5% pay differential applied)
• Experience using CRM, enrollment, or benefits administration platforms
• History of meeting or exceeding call quality scores of 90+ in a prior role