Case Builder and Service Representative

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Case Builder and Service Representative based in the United States. This remote role supports clients, brokers, and internal teams across employee benefits technology and administration. You will provide day-to-day assistance with the Employee Navigator platform, resolving questions and troubleshooting issues efficiently. The position combines client service, benefits administration, platform support, and operational coordination. You will also contribute to benefit platform builds, configuration, testing, data validation, and quality control. Working closely with Account Management, Build, Carrier Connections, and Service teams, you will help ensure accurate and timely delivery. The role is well suited to someone who is organized, adaptable, process-oriented, and comfortable working in a fast-paced environment. It also offers opportunities to strengthen your expertise in benefits technology while contributing to process improvements and scalable operations. Provide ongoing support to clients, brokers, and internal stakeholders using the Employee Navigator platform, responding to requests with a timely, professional, and solutions-focused approach. Troubleshoot employee enrollment questions, benefit corrections, user access issues, navigation concerns, system configuration questions, and data review or cleanup requests. Escalate technical, carrier-related, or complex platform issues to the appropriate internal teams and ensure cases are accurately documented and followed through to resolution. Support benefit platform configuration activities, including plan setup, eligibility rules, employee class structures, system testing, data validation, and quality checks. Assist the NEP Build Team during high-volume implementation and Open Enrollment periods, adapting priorities to meet changing operational demands. Partner with Account Managers, Builders, Operational Leadership, Carrier Connections, and Service teams to deliver accurate and timely client support. Participate in quality control, process improvement, and documentation initiatives designed to create consistent, scalable, and process-driven operational standards. Support different business workflows while understanding the nuances of each service model and maintaining a strong client-first approach. Balance recurring administrative responsibilities with client-facing communication while maintaining accuracy, responsiveness, and ownership. Requirements: High school diploma or equivalent required; 2+ years of experience in customer service, benefits administration, or employee benefits is preferred. Strong hands-on experience with Employee Navigator is highly desirable; familiarity with benefits administration platforms, HRIS systems, or enrollment technology is a plus. Strong attention to detail, organization, and time management, with the ability to manage multiple priorities in a deadline-driven environment. Excellent written and verbal communication skills, with the ability to explain technical or benefits-related information clearly to different audiences. Ability to work independently in a remote environment while collaborating effectively across multiple teams and functions. Proficiency with Microsoft Office and shared collaboration tools, combined with the ability to learn new technical processes and systems quickly. Strong problem-solving skills, sound judgment, and a high degree of ownership when investigating and resolving issues. Calm, adaptable, and dependable during peak periods such as Open Enrollment, with the flexibility to adjust priorities as operational needs evolve. Team-oriented and curious, with a process-driven mindset and a genuine commitment to client service and continuous learning. Benefits: Fully remote work environment. Company-paid basic life insurance, short-term disability, and long-term disability coverage. Medica