Position Title: Associate Experience & Benefits Contact Center Specialist
Position Summary:
The Associate Experience & Benefits Contact Center Specialist plays a crucial role in delivering exceptional front-line customer service to internal associates. This includes handling inquiries related to payroll, benefits, HR policies, and general employment matters. The role involves managing high call volumes, maintaining confidentiality, and ensuring timely and accurate responses while upholding a high level of professionalism.
Key Responsibilities:
- Provide timely and effective front-line support via phone, email, and online ticketing systems.
- Address and resolve associate inquiries on payroll, benefits, and HR-related topics with professionalism.
- Assist in the administration of group benefits programs such as health, dental, vision, life insurance, HSAs, and FSAs.
- Handle benefit-related tasks such as enrollments, qualifying life events, and beneficiary updates.
- Accurately document all inquiries, issues, and resolutions in associate records and internal systems.
- Collaborate with internal departments and escalate unresolved matters to Benefit Administrators when necessary.
- Advise employees on company benefits programs and ensure policy clarity and compliance.
- Stay up to date on HR procedures, company policies, and benefit offerings to provide accurate information.
- Manage inquiries with sensitivity, confidentiality, and a problem-solving mindset.
- Go above and beyond in delivering customer service that fosters a positive associate experience.
Minimum Qualifications: Qualifications:
- High school diploma or equivalent required; Associate’s degree or some college coursework in HR, business, or related fields preferred.
- 1–2 years of customer service experience, preferably in HR or healthcare-related environments.
- Proficiency in Microsoft Office Suite and Outlook; Oracle experience is a plus.
- Strong verbal and written communication skills with the ability to interact across all organizational levels.
- Dependable, professional, and capable of using sound judgment and discretion.
- Technically savvy, highly organized, and detail-oriented.
- Strong interpersonal skills with a positive attitude and a passion for helping others.
- Ability to multitask and perform in a fast-paced, high-volume environment.
- Basic knowledge of HR principles and payroll/benefits processing is a strong advantage.
Working Conditions:
- Contractual position.
- May require occasional overtime, especially during peak seasons.
- Work is performed in a call center environment with extensive use of computers and telephones.
Compensation and Benefits:
- Competitive salary (based on experience).
- Hybrid work set-up.
- Opportunities for professional growth, training, and career advancement.
IT Managers Inc. is a 100% Filipino owned company that provides information technology services both locally and internationally. ITM offers cost effective and responsive solutions to the ever-growing demand for qualified information technology professionals in the country. Our goal is to grow the country's IT industry by offering the highest-level of professional expertise, dynamism, and integrity in all our undertakings. This result is providing much needed services to meet the demands of the IT industry. This consulting is done through a managed serviced approach for web, desktop application development, software development. ITM has also expanded to services including training programs (STEP) and data entry services. In 1997, IT Managers Inc. (ITM) was established with a core team handling the business of IT staff augmentation. As ITM grew in clients and employees, so did the needs of the industry. Thus, ITM has ventured into Data Entry, Recruitment, Training as well as Applications Development. Much ITM's success can be attributed to the commitment to provide utmost service to its clients with satisfaction as the highest priority.
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