Benefits Specialist

Benefit Specialist – Member Services Bureau (Call Center) Location: Madison, WI (Remote for Wisconsin Residents)Openings: 3 PositionsSchedule: Full-Time, 40 Hours per WeekDuration: 12+ MonthsPay Rate: $23.10 per Hour Join a Team That Makes a Difference Our client is seeking customer-focused professionals to serve as Benefit Specialists supporting Wisconsin public employees, retirees, and participating employers. In this role, you will help individuals navigate complex benefit and retirement programs while delivering exceptional customer service and accurate information. This is an excellent opportunity for experienced call center professionals who enjoy problem-solving, helping others, and working in a fast-paced, mission-driven environment. Work Arrangement Remote position for current Wisconsin residents only Required attendance for: One week of in-person onboarding/training in Madison, WI Quarterly in-person meetings (4 days per year total) Total training period is approximately 6 weeks Minimum of 3 years of call center experience required Key Responsibilities As a Benefit Specialist, you will: Respond to calls and inquiries from members, retirees, and employers regarding benefit and retirement programs Research and resolve complex benefit-related questions and issues Explain health, life, disability, income continuation, and retirement benefits in a clear and understandable manner Determine eligibility for programs and benefits Calculate estimated and final benefit amounts Assist with health insurance premium changes and payment adjustments Interpret and apply Wisconsin statutes, administrative codes, and agency policies Maintain confidentiality while gathering and sharing appropriate information Document interactions accurately within case management and customer service systems Deliver outstanding customer service while managing deadlines and priorities Required Qualifications Successful candidates will demonstrate: Minimum 3 years of call center experience Strong customer service and problem-solving skills Ability to explain complex information in a clear, professional manner Experience researching, interpreting, and applying policies or regulations Excellent verbal, written, and interpersonal communication skills Strong attention to detail and organizational abilities Ability to handle sensitive and confidential information appropriately Proficiency with Microsoft Office applications, including Word and Excel Experience using CRM, case management, or benefits administration systems Professional phone presence and active listening skills Ability to work independently and collaboratively in a changing environment Preferred Qualifications Experience in benefits administration, retirement services, insurance, or public sector programs Knowledge of state or federal benefit regulations Experience calculating benefits, eligibility determinations, or payment adjustments Prior experience in a high-volume customer service or contact center environment Benefits through SSO At SSO, we invest in your health, financial security, and professional growth. Benefits include: Medical, vision, and dental insurance 401(k) with discretionary employer match Paid time off and holidays Flexible spending accounts Additional employee perks