Overview

Instant Teams is hiring a team of Customer Care Representatives to join us! In this role, you will work as part of a team that provides quality customer care by helping client employees, retirees, and others understand, enroll in, and use their HR plans (401(k), health insurance, pension, payroll, etc.). The role resolves questions and issues arising from inbound calls, chats, secure online requests, and written requests.

Day in the Life

• Handle a high volume of inbound and outbound calls; answer questions, educate customers on benefits and HR programs, and follow up on pending cases

• Resolve complex HR and financial issues

  • Serve as the primary point of contact for employees, retirees, and beneficiaries seeking assistance with employer-sponsored benefits and HR programs.

  • Research, interpret, and explain complex policies, plan provisions, eligibility rules, and payroll-related impacts.

  • Use critical thinking and problem-solving skills to resolve issues that often require navigating multiple systems, reviewing documentation, and coordinating with internal and external partners.

  • Educate customers on benefit options and financial decisions while ensuring compliance with client policies and regulatory requirements.

• Process transactions such as:

  • Health enrollments

    • Assist employees with enrolling in, changing, or terminating medical, dental, vision, and other benefit plans.

    • Explain eligibility rules, qualifying life events, coverage options, and enrollment deadlines.

  • Tax and direct deposit updates

    • Support payroll-related inquiries and process changes to withholding elections, tax information, and banking details.

    • Ensure updates are completed accurately while maintaining strict security and identity verification standards.

  • 401(k) withdrawals/contributions

    • Educate participants on plan rules and available options.

    • Process contribution changes, loan requests, hardship withdrawals, distributions, and other retirement plan transactions in accordance with plan guidelines.

  • Retirement elections

    • Guide participants through retirement readiness and benefit election processes.

    • Explain available options, required documentation, payment elections, survivor benefits, and effective dates.

  • Case Management and Research

    • Manage customer cases requiring additional investigation or follow-up.

    • Coordinate with third-party vendors, payroll teams, benefits administrators, and other stakeholders to resolve complex issues.

    • Conduct outbound follow-up communications to provide status updates or complete outstanding actions.

• Navigate multiple systems and applications simultaneously

• Research and communicate with third parties on behalf of customers

Must-Haves

• High school degree or equivalent

• 1-2 years of customer service experience in a call center environment preferred; or combination of education and experience

  • Preferred experience: Healthcare, Human Resources Services, Financial Services

• Strong verbal and written communication skills

• Excellent customer care and customer satisfaction focus

• Ability to work in a fast-paced environment

• Problem-solving skills

• Ability to apply feedback quickly

• Multi-tasking across several systems

• Ability to hardwire equipment and meet the required internet speeds

  • Required equipment: Laptop/Desktop, External Monitor, Noise-Cancelling Headset, and Wireless Keyboard/Mouse

  • Ability to download the required software

• On-camera visibility during any meetings, trainings, or per leadership request

Position Details

• Pay Rate: $18/hour

• Start Date: October 28th, 2026

• Project Length: Position is expected to end in January 2027

  • Schedule:

    • Training: Monday - Friday | 9am - 5:30pm EST | ~3 weeks

      • 100% mandatory with no time off approved

    • Post-Training: Monday - Friday | 8:30 am-5:00 pm EST | Monday - Friday

      • Must have availability for varying shifts between the hours of 8am - 9pm EST and overtime

Compliance & Eligibility

• Background & Screenings: Successful candidates must complete and pass a background check, credit check, and drug screen prior to their start date

• Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

• Work Environment: Because this is a remote work role, you must have:

  • A quiet, distraction-free work environment

  • Reliable, high-speed internet

  • A dedicated and private workspace

• Location: Due to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Iowa, Maine, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oregon, Philadelphia (PA), Rhode Island, Utah, Vermont, Washington.