Call Center Representative

BCforward is currently seeking a highly motivated Call Center Representative – Pennington, NJ 08534

Job Title: Customer Service Representative (Level III)

Location: Pennington, NJ 08534

Duration: 12 Months Contract

Pay Rate: $21/hr. on W2

We are seeking a Customer Service Representative (Level III) to join our dynamic team within Health Benefits Solutions. The ideal candidate will have strong experience in client support, account servicing, and multi-system navigation and a proven ability to deliver accurate, compliant, and empathetic resolutions that improve customer financial outcomes.

Responsibilities:

· Provide clear, complete, and accurate responses to client and internal partner inquiries at point of call.

· Deliver effective and efficient operational support for internal business partners, external customers, and potential clients.

· Authenticate clients, adhere to policies and procedures, and identify and escalate potential risk.

· Navigate multiple applications and tools to research policies, understand products and services, and resolve account issues.

· Guide consumers on HSA-related needs including filing claims, ordering debit cards, password resets, suspending lost or stolen cards, and accessing statements.

· Demonstrate commitment to an experience that improves customers’ financial lives.

Required Skills & Qualifications:

· Proficiency in call handling, documentation, and use of multiple enterprise systems.

· Strong analytical and problem-solving skills with attention to accuracy and compliance.

· Effective communication and teamwork abilities in a fast-paced service environment.

· Experience supporting financial services or health benefits accounts.

Preferred Skills:

· Knowledge of Health Savings Accounts and employer-sponsored benefit plans.

· Prior experience in a regulated contact center environment.

Schedule & Work Expectations:

· Training hours: Monday through Friday, 9:00 AM – 5:30 PM EST. Must be able to work in a virtual setting on site during training.

· Post-training shifts (EST): M–F 8:00 AM – 4:30 PM, 9:00 AM – 5:30 PM, 10:00 AM – 7:30 PM, 12:00 PM – 8:30 PM.

· Punctuality: Up to 16 hours permitted within first 90 days. Time off during training is not recommended.

· Attendance: Use the designated call-out line and communicate with supervisor and vendor. Daily attendance during training and scheduled shifts is required.

· Dress code: Professional business casual is required, including interviews.

· Cell phones: Manager will confirm designated locations and times for personal calls.

· Personal items: Do not bring blankets or similar personal items to training.

Department:

RBCC HBS – Health Benefits Solutions. This team serves consumers with Health Savings Accounts offered through employer-sponsored plans.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.