Customer Service Representative (Benefits Focused)

A well-established benefits administration organization is seeking an Applicant Services Representative to support participants through the application and verification process for pension and benefit programs. This role focuses on delivering accurate, timely, and empathetic service while processing applications, reviewing documentation, and responding to participant inquiries.

Key Responsibilities

• Reviewing and validating documentation required to process benefit applications
• Processing status requests, benefit applications, and verification requests accurately and efficiently
• Calculating pension and benefit amounts based on eligibility and service credits
• Preparing system-generated and template correspondence related to application processing
• Communicating with participants by phone or written correspondence to clarify application details
• Researching work history and Social Security documentation when necessary
• Coordinating with internal teams to resolve discrepancies or missing information
• Preparing files for approval or rejection based on eligibility requirements
• Recalculating benefits when additional service credits are identified
• Assisting with retroactive payment calculations and interest adjustments
• Providing backup support to the contact center when needed

Qualifications

• 2+ years of experience in benefits administration, pensions, or related fields preferred
• Bachelor’s degree or equivalent professional experience required
• Strong attention to detail and ability to manage multiple tasks in a high-volume processing environment
• Excellent verbal and written communication skills
• Ability to research, analyze documentation, and resolve complex participant inquiries
• Professional demeanor with strong collaboration and problem-solving abilities