Customer Service Representative

Job Title: Customer Service Representative (Level III)

Location: Jacksonville, FL (FL9-400-03-16)

Duration: Contract - 12 months

Pay Range: $21/hr (W2)

Job ID: 407219

Job Description

We are seeking a Customer Service Representative (Level III) to join our Health Benefits Solutions team. The ideal candidate will have strong experience in high-volume call center customer service, multi-system navigation, and Microsoft Office tools and a proven ability to deliver accurate, compliant, and empathetic support that resolves client inquiries and improves customer outcomes.

Responsibilities:

Provide clear, complete, and accurate responses to client and internal partner inquiries at point of call.

Deliver quality service and efficient operations support to internal business partners, external customers, and potential clients.

Manage risk by accurately authenticating clients, adhering to policies and procedures, and escalating potential risk as needed.

Navigate multiple applications and tools to interpret policies, research account issues, and resolve problems related to HSAs, claims, cards, passwords, and statements.

Demonstrate commitment to improving customers’ financial lives through professional and consistent service.

Required Skills & Qualifications:

Minimum 2 years of customer service experience, preferably in a call center environment.

Proficiency in navigating multiple systems while engaging clients and documenting notes quickly and accurately.

Computer literacy with Microsoft Outlook, Word, and PowerPoint.

Ability to perform in a fast-paced, high call volume, and changing environment with composure.

Strong communication skills, sound grammar, and effective interaction with management, peers, and clients.

Demonstrated de-escalation skills and commitment to preventing client dissatisfaction.

Ability to handle confidential and sensitive information responsibly.

Reliable attendance and punctuality. Training attendance is mandatory.

Preferred Skills:

Experience supporting Health Savings Accounts or employer-sponsored benefits.

Background in financial services or regulated environments.

Department & Role Context:

Department: RBCC HBS. Health Benefits Solutions serves consumers with Health Savings Accounts as part of employer-sponsored benefit plans. Representatives guide clients through filing claims, ordering or suspending debit cards, password resets, locating statements, and related account inquiries.

Schedule & Training:

Training: Monday through Friday, 9:00 AM – 5:30 PM EST. Attendance required. Virtual setting on site during training.

Post-training schedules follow shift selected at offer. Shifts are in EST and may include weekend days.

Shift Options (EST):

M T W Sa: 6:00 AM – 4:30 PM | M Th F Sa: 6:00 AM – 4:30 PM

M T F Sa: 8:00 AM – 6:30 PM | M T W Sa: 8:00 AM – 6:30 PM

M Th F Sa: 10:00 AM – 8:30 PM | M T W Sa: 10:00 AM – 8:30 PM

M T F Sa: 10:30 AM – 9:00 PM

M Th F Su: 6:00 AM – 4:30 PM | M W Th Su: 6:00 AM – 4:30 PM

M W Th Su: 8:00 AM – 6:30 PM | M T W Su: 8:00 AM – 6:30 PM | M Th F Su: 8:00 AM – 6:30 PM

M Th F Su: 10:00 AM – 8:30 PM | M T W Su: 10:00 AM – 8:30 PM | M T W Su: 10:30 AM – 9:00 PM

M T W Sa: 9:00 AM – 7:30 PM | M Th F Sa: 9:00 AM – 7:30 PM | M W Th Su: 9:00 AM – 7:30 PM | M Th F Su: 9:00 AM – 7:30 PM

Interview & Workplace Expectations:

Dress code: Professional business casual for interviews and on the job.

Cell phones: Usage only in designated locations and times as directed by management.

Attendance: Use the designated call-out line and communicate with your supervisor and vendor. Punctuality standard permits up to 16 hours in the first 90 days.

Training: Do not plan time off during training. Virtual on-site setting. Personal comfort items such as blankets are not permitted.