Customer Care Center

Every Interaction Matters

benefit wise. relationship driven.

Automation is important, but it’s not the only solution for when your participants need answers. We have created a culture where each employee knows they play an important part in the benefit community. Our culture is grounded in empathy and experience; we see each interaction is connected to a person, not a file or record.

Our Numbers Speak for Themselves

benefitexpress Customer Care Center Stat

Average hold time is under 20 seconds

benefitexpress Customer Care Center Stat

90% of calls are answered within sixty seconds

benefitexpress Customer Care Center Stat

100% of all calls receive follow-up communication within 24 hours

benefitexpress Customer Care Center Stat

100% of all after hour emails and voicemails are returned within 2 hours including weekends

Customer care center computer

Relevant Care Center Technology

Employees can call, email, or live chat for assistance. They can also reset their password or retrieve their FSA balance via voice response or text. All calls are recorded, and a narrative of calls, emails, and chats are stored in the caller's online account. These administration systems not only control the processing of transactions, but also track and monitor adherence to performance standards.

Customer care center rep

Experienced Customer Care Professionals

All of our Customer Care Representatives have extensive customer service backgrounds and use their skills to improve the experience for employees. They know the importance of the caring, human touch necessary for excellent customer care. The key responsibility of our representatives is to ensure that employees receive a prompt and accurate response to their questions.

Email envelope

Dedicated Support

The Customer Care Center is available via phone, email, and live chat during our business hours of 7:30 a.m. to 6:00 p.m. CST. Additionally, benefitexpress returns all calls and emails the same day they are received from 6:00pm to 8:00pm Monday through Friday, and 10:00am to 6:00pm Saturday and Sunday. After-hours voice messages, emails, and instant messages are returned within 2 hours, 7 days per week, all year round.

Gavel

Benefit Trained and Supported

Our entire staff is supported by our legal service. This provides customer service with assistance in resolving regulatory or other technical issues. This also keeps our employees informed of all the latest legislative and regulatory changes that impact benefit administration.

Interested? Want to see more?

Schedule a demo today to see how we can meet your benefit administration needs.

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State of the Workplace Guide

It's a multigenerational workforce, and we're all living in it. The State of the Workplace isn't just another generic engagement resource. It's a one-of-a-kind guide to the four generations changing the workforce.

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