Call Center Representative

About the job Call Center Representative

Arkansas Talent Group is seeking a customer-focused Call Center Representative for a temporary assignment supporting participants and employers with employee benefit accounts. This opportunity is ideal for someone who enjoys helping others, communicating clearly, and resolving questions with accuracy and empathy.

This is a temporary assignment with the potential to transition into permanent, full-time employment for individuals who demonstrate top-tier performance, reliability, and consistently strong customer service. Conversion is not guaranteed. The position will transition to remote work after completion of training; only local candidates currently residing in Arkansas will be considered.

About the Role

As a Call Center Representative, you will serve as a frontline resource for participants and employers, handling inbound and outbound calls and emails related to benefit services. You will help participants understand their benefits, research account concerns, and provide clear next steps while maintaining accurate records and following established compliance requirements.

Key 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 elevate unusual call volumes or service concerns.

What We're Looking For

• High school diploma or equivalent.
• At least one year of customer service or call center experience; experience in benefits administration, healthcare, or insurance is preferred.
• 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. Out-of-state candidates will not be considered.

Preferred Qualifications

• 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.
• Employment type: Temporary assignment with potential for permanent, full-time employment based on top-tier performance and business needs.
• Work arrangement: Training followed by a transition to remote work.
• Candidate eligibility: Only local, Arkansas-based candidates will be considered, even though the role becomes remote after training.