Beneficiary Support Associate

Beneficiary Support Associate

ONSITE – Chesapeake, VA

Pay: $17.50/hour – Please note this pay rate may be below your state’s minimum wage. Please take this into consideration when applying.

Training Schedule: Monday – Friday | 8:30 AM – 5:30 PM EST

Regular Schedule: Monday – Friday | 8:30 AM – 5:00 PM EST

Weekends Off!

Some overtime may be required based on business needs.

About the role

As a valued member of the Beneficiary Support Team, you’ll be a steady, compassionate presence for individuals navigating sensitive life transitions. You’ll serve as a trusted guide—answering questions, offering reassurance, and walking beneficiaries through their available options with care and clarity.

Each interaction is deeply meaningful. You’ll manage a consistent volume of inbound calls, provide resolutions, and communicate important information and navigating multiple systems—all while maintaining grace under pressure. Alongside your call duties, you may also be asked to perform back-office duties, such as processing claims, filing paperwork, and other administrative tasks.

Your role is rooted in empathy, communication, and professionalism. You’re not just answering phones—you’re helping people find peace and understanding during some of their most vulnerable moments.

Key duties

• Handle inbound calls from beneficiaries and family members regarding pension, retirement, and health and welfare benefits
• Provide compassionate and professional support to individuals navigating sensitive circumstances
• Explain benefit information, available options, required documentation, and next steps
• Research inquiries and provide accurate, timely resolutions
• Navigate multiple systems to access information and document interactions
• Perform offline casework, including processing claims, reviewing paperwork, and completing administrative tasks
• Maintain accuracy and confidentiality when handling sensitive beneficiary information
• Follow established procedures and meet quality, productivity, and service expectations

Requirements

We’re seeking individuals with a heart for service, a calm presence, and a passion for providing thoughtful support. To be successful in this role, you should have:

• Previous customer service and/or call center experience

• Experience supporting employee benefits, including health and welfare programs

• Knowledge of pension and retirement benefits, including defined benefit (DB) plans

• Empathy and emotional intelligence when engaging with others

• Keyboarding and Microsoft Office proficiency

• Strong verbal and written communication skills

• The ability to multi-task, stay organized, and solve problems efficiently

• A professional demeanor with the ability to maintain focus in emotionally charged situations

• A high school diploma or GED

• Successful completion of a background check and drug test is required for this position, which includes education and previous employment verification (you may be asked to provide proof of each).

• What you get

• Full-time employment

• Paid on-the-job training

• Health benefits for you and your family, including medical, dental, and vision, starting on day one

• Paid time off (PTO)

• Growth and advancement opportunities

• Weekends off

• Additional information

• Training lasts approximately 8–10 weeks, Monday through Friday, 8:30 AM – 5:30 PM EST

• Regular working hours are Monday through Friday, 8:30 AM – 5:00 PM EST

• Some overtime may be required based on business needs

• Candidates must be able to commit to the assigned schedule and maintain reliable attendance and punctuality