What are the responsibilities and job description for the Customer Service Representative - Hybrid position at FedPoint?
Are you passionate about delivering exceptional customer service and thrive in a fast-paced environment? We want you to join our team here at FedPoint!
As a Customer Service Agent, you will be the cornerstone of our customer support operations. Youll interact with customers via telephone, email and correspondence assisting them with a variety of needs, including account updates, billing inquiries, and claims information. Youll also handle outbound calls to ensure our customers have the best experience possible and support various administrative tasks as needed. Become an essential part of our Federal Long Term Care Insurance team at FedPoint, where your contributions will directly impact federal customers and their families.
Compensation: Up to $22.00 per hour (based on experience)
Start Date: Friday, May 30, 2025
Location: Portsmouth, NH - Hybrid option
Full-Time Position: Monday - Friday ONLY. 40 hour work week. Shifts will vary daily and weekly between 8 am and 7 pm EST.
Training: 4 WEEKS: Monday-Friday, 8:30 am - 5:00 pm EST, starting the week of May 30, 2025, In person attendance for these training days is required, must attend all days.
Key Responsibilities:
Customer Interaction (85%): Handle a variety of service inquiries via telephone, email, and chat. Process transactions and provide accurate information using our web-based systems. Ensure documentation of all customer interactions following HIPAA guidelines.
Outbound Communication (10%): Proactively reach out to enrollees for information and updates.
Training & Development (5%): Formal career track leading to advancement opportunities, including mandatory Long Term Care certification within 9 months of employment.
Qualifications:
- High school diploma or equivalent.
- At least 6 months of high-volume call center experience or 2 years of related customer service experience.
- Experience with web-based customer service systems is required; familiarity with work distribution systems is a plus.
- Must be able to attend the FULL 4 weeks of training with the start date of Friday 5/30/2025 - . (Training is fully on-site)
About FedPoint
FedPoint creates and operates digital benefits marketplaces that make it easy for our millions of federal and military customers to understand, select, and use their benefits. A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH. To learn more, visit fedpointusa.com.
Why Join Us?
At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.
We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.
In addition to working for a company with great people and an excellent reputation, whats in it for you?
- Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
- Bonus Opportunity: Qualifying employees can earn up to 7% of their salary, based on company performance. (Inquire about eligibility with our recruiter)
- Lots of paid time off: 3 weeks vacation, 7 sick days, 3 personal days, and 12 paid holidays!
- Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
- 6 weeks fully-paid parental leave
- Tuition reimbursement program to support career goals.
- Corporate giving and matching gifts program.
- Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
- A wide variety of personal, professional, and career development programs.
- Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.
All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.
FedPoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call (603) 433-4500. Equal Employment Opportunity (EEO) Poster Family and Medical Leave Act (FMLA) Poster Employee Polygraph Protection Act Poster
Salary : $22
