Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative (Level III)

Location: Hopewell, NJ 08534 (NJ2-140-02-02)
Duration: 12-month contract
Pay Range: $20/hr - $21/hr (W2)

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers’ needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

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.

Job Description

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.