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