Customer Service Representative (Benefits Focused)

United States·GaithersburgFull Timemid

Customer SupportCustomer Support SpecialistCustomer Service RepresentativeCustomer

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Customer SupportCustomer Support SpecialistCustomer Service RepresentativeCustomer

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.

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

2+ years of experience in benefits administration, pensions, or related fields preferred