Service Corporation International (SCI) Corporate Jobs

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Job Information

SCI Shared Resources LLC Corporate - Benefit Service Representative in Jefferson, Louisiana

Overview & Responsibilities

Delivers exceptional customer service to ensure efficient administration of health & welfare benefits and total absence management


Level II

  • Performs customer service support by responding professionally to customer inquiries:

  • Responds to inbound phone calls and ensure that effective action is taken

  • Assists associates in using web based service tools

  • Initiates outgoing calls when call back is required (includes leave of absence initial acknowledgement outreach call)

  • Uses procedures, policy manuals, knowledge base and other reference materials to assist in answering customer (associates/manager/former associate) inquiries and resolving customer issues

  • Uses call tracking/monitoring system to document all customer inquiries, issues and transactions

  • Completes Workday Benefit inbox transactions

  • Processes benefit enrollment for open enrollment and qualified status changes

  • Uses case management system (HEAT) to log more complex issues to assign to Level III Representative

  • Responds to inquiries concerning benefits enrollment process and time off plans

  • Determines eligibility based on benefit program requirements

  • Provides Workday and inSCIder navigational support to caller (associate/manager/former associate)

  • Redirects callers to benefit providers as needed

  • Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures and technologies

  • Assists with implementation of programs, policies, and services provided by the company by acting as the associate’s first line of contact

  • Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer associate inquiries

  • Reads and understand plan documents, amendments and benefit administration systems

  • Escalation point for Level I Representatives

  • Verifies enrollment status, makes changes to associates record, research and resolve Workday enrollment system issues/errors/edits

  • Responsible for direct billing and delinquency process (retro payments through Workday)

  • Completes more complex Workday Benefit inbox transactions related to promotions, status changes taking ACA into consideration

  • Researches and adjusts time off account balances

  • Researches eligibility issues by reviewing system set-up in comparison to benefit program requirements

  • Communicates benefits and total absence management policies, procedures and government regulations when necessary to respond to associate inquiries

  • Researches and analyze trends to make recommendations

  • Responds to benefit verifications and QMSCOs

  • Responsible for leave of absence administration

  • Audits and processes payment invoices for each provider of benefit services (Puerto Rico)

  • Files death claims

  • Completes eligibility updates with providers

  • Performs audit reconciliations between Workday and provider eligibility files (Puerto Rico, Conexis)

  • Reviews dependent documentation and determines approval/denial

Requirements & Qualifications


Level II

  • Associate degree in Human Resources, business or comparable Degree or equivalent work experience


  • CEBS or CBP Preferred


Level II

  • 2-4 years in customer service, call center environment

  • 2 years benefit/leave administration experience

  • Bilingual Spanish/English a plus

Knowledge, Skills & Abilities:

  • Proficient in Microsoft office tools to include Word and Excel

  • Proficient problem solving and decision making skills

  • Strong customer service focus

  • Proficient knowledge of benefit terms and the laws and regulations (federal, state and local) related to benefit plans such as ERISA, COBRA, HIPAA, ADA, FMLA and the interrelationship of each.

  • Proficient in HRIS/Payroll systems in one or more of the following:

  • PeopleSoft

  • Oracle

  • Workday

  • SAP

  • Excellent interpersonal skills, oral and written communication skills (includes ability to modify communication style based on circumstance, ability to influence others)

  • Ability to multi-task between competing priorities

  • Ability to work effectively with people at all levels of the company

  • Ability to work in an effective team environment (includes ability to work independently and in group setting, ability to acknowledge another’s point of view, and perhaps modify one’s own accordingly)

  • Detail oriented and demonstrated commitment to completing assigned responsibilities with a high level of accuracy and timeliness

  • Strong demonstration of flexibility and adaptability (flexible when things change, open to new ideas and concepts, champions change)

Work Conditions

Work Environment

  • Work indoors during all seasons and weather conditions.

  • Limited amount of local and/or multiple location traveling required

Work Postures

  • Sitting continuously for many hours per day, up to 6 hours per day

Physical Demands

  • Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

  • Working beyond “standard” hours as the need arises

SCI Overview

Who we are. What we do.

We’re more than North America’s largest provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 20,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe.

We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. We believe creating meaningful ways to pay tribute to a loved one begins with compassion and is shaped by the understanding that each life is truly unique. For us, there is no greater responsibility than honoring and preserving the story of one’s life.

Benefits Options:

  • Health benefits (medical, dental, vision, life)

  • 401K Retirement Savings Plan with company match

  • Vacation and sick time

  • Tuition reimbursement

  • Funeral discounts, and more

SCI offers advanced on-line training resources, career advancement opportunities in the largest organization in the industry, attractive benefits, and a wonderful community to serve with plenty of culture and personality. For additional information regarding our company, please visit our corporate site at .

As used herein, “SCI” refers to Service Corporation International and its affiliated companies.

Equal Opportunity Employer, M/F/D/V

Job Locations US-LA-Jefferson

Associate Requisition ID Req.80354

# of Openings 1

Category (Portal Searching) Human Resources

Type Full-Time

Postal 70121

Source SCI