As a Level 2 Benefits Support Representative, you're the voice employees hear when their benefits questions matter most enrollment decisions, life changes, plan navigation. You handle the full range of standard employee contacts independently, delivering clear, accurate, empathetic answers without needing a hand-hold through it. You've moved past learning the ropes. You own the work and you're starting to make the people around you better too, by flagging trends and sharing what you know about client plans.
Own the employee experience. Handle inbound and outbound calls from open to close professional, attentive, and focused on what the employee actually needs, not just what they asked. Resolve most issues on the first call, including the harder, more emotionally charged ones, with composure. Anticipate, don't just react. Spot the follow-up question an employee hasn't thought to ask yet, and get ahead of it. Adapt how you explain things based on the person's benefits knowledge and where they're at emotionally. Get it right, every time. Verify information before you share it. Catch errors whether in the system or in someone's understanding before they become problems. Keep every promise you make to a caller, including callbacks. Know when to loop in help. Resolve the majority of contacts on your own, and recognize the difference between "outside my scope" and "worth one more try." When something does need to go to the Client Success Manager, hand it off with full context so nobody has to repeat themselves. Grow your expertise. Build solid working knowledge across all standard inquiry types health insurance, FSA/HSA, qualifying life events, enrollment windows and go deeper on the specific plans of the clients you support. Maintain your state insurance licenses (Life, Health, LTC) and stay current on continuing education. Make the team better. Share what you're learning new question types, client-specific quirks, platform tips so your teammates benefit from what you've already figured out.
Consistent, independent call quality across the full range of standard contacts. Every call returned the same business day, every time. High employee satisfaction on post-call surveys. Most issues resolved without escalation because you know how to solve them.
13 years in customer service, a call center, or another employee-facing role. A track record of consistent quality and resolution in a structured service environment. Prior experience in a Selerix BSC Level 1 role, or equivalent benefits administration/HR services experience, is a plus. Genuine empathy you can sit with someone's frustration or confusion and still get them to the right answer. Clear communication you translate benefits jargon into plain English, for anyone. Active listening you catch what someone actually needs, even when it's not quite what they asked. Sound judgment you know when to solve it yourself and when to bring in help. Familiarity with health insurance fundamentals, the Selerix enrollment platform, or high-volume call center work with complex/sensitive inquiries. High school diploma or equivalent required; associate's or bachelor's degree preferred. Must obtain and maintain active state insurance licenses (Life, Health, LTC) and stay current on continuing education requirements.
This isn't a dead end it's a launch point. Level 2 BSRs typically grow into: Senior Benefits Support Representative (Level 3) the go-to person for the most complex and sensitive employee situations, and a recognized resource for the whole team. Client Success Manager for those who develop a strong client orientation and want to own the full client relationship, not just the employee side of it.
Benefits Support Representative • Plano, TX, United States
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