Home-Based Customer Support Specialist

Location: Remote, Philippines

Time Type: Full time

Job Description

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Were committed to bringing passion and customer focus to the business.

Number of Openings: 1

Hiring Priority: Active Hiring

We are looking for a Home-Based Customer Support Specialist to join a growing U.S.-based company in the employee benefits and healthcare industry. In this role, you’ll be responsible for assisting clients and members by delivering high-quality service through timely, accurate, and compassionate communication. You will play a critical role in supporting members benefit-related needs while maintaining strong documentation and ensuring compliance with internal policies and healthcare regulations.

REQUIRED CORE COMPETENCIES

• Communication: Highly proficient in spoken and written English; Spanish fluency is a plus
• Customer Orientation: Dedicated to providing outstanding service to clients and members
• Problem Solving: Analytical thinker who identifies issues and implements practical solutions
• Attention to Detail: Maintains accuracy in documentation, reporting, and communication
• Professionalism: Demonstrates integrity, confidentiality, and respect in all interactions
• Time Management: Manages multiple service cases and meets performance goals under pressure

WHAT YOU WILL DO

• Respond to inbound client and member calls within 2–3 rings or escalate accordingly
• Document all service requests in the CRM accurately and completely on the same day of the activity
• Confirm and update member contact and benefit details using applicable resources
• Follow up on open service cases every 3–4 business days and keep the CRM up to date
• Deliver clear, accurate benefit education and claim/appeal support to members
• Close an average of 8 cases per day or 40 cases per week
• Maintain professionalism, confidentiality, and compliance with privacy regulations
• Communicate proactively with clients and team members to manage expectations
• Support internal performance goals and collaborate positively with team members
• Comply with punctuality, internet usage, and time-off request policies
• Maintain applicable licensure if required, and stay up to date with CE credits
• Adhere to all Brinson Benefits performance, privacy, and customer service standards

WHAT WE LOOK FOR

• Education: Bachelor’s degree in Communications, Marketing, Healthcare Administration, or a related field
• Experience: At least 1 year in a U.S. healthcare, insurance, or employee benefits-related role
• Language Proficiency: Excellent written and spoken English; Spanish fluency is a plus
• Working Schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours. 
• Mathematical Skills: Basic math and calculation skills are required
• Technical Skills:
  • Proficient in Microsoft Office (Word, Excel, Outlook)
  • Comfortable with Microsoft Outlook (email and calendar management)
  • Familiarity with CRM systems and customer service tools
  • Basic technical skills and general system navigation
• Industry Knowledge:
  • Comfortable handling inbound and outbound calls

WHAT WE OFFER

• Salary Range: PHP 37,500
• Industry: Insurance Advisory Firm (Employee Benefits)
• Job Type: Full-time
• Work Shift: 8:00 AM – 5:00 PM CST (USA)
• Workdays: Monday through Friday (USA)
• Work Setup: ## DCXWorkFromHome

BENEFITS OF WORKING WITH US

• Industry-leading salary packages
• Permanent work-from-home setup
• Company equipment provided
• Government Mandated Benefits Employer Share
• Internet stipends upon regularization
• HMO Coverage upon regularization (with an option to enroll as early as Day 1)
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company-provided career skills training courses
• A company culture focused on your personal and professional growth

About DCX 
DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. 

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members. 

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LETS GROW!

If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!