Client Services Representative (Employer Services)

Alegeus is a fintech and healthtech company shaping the future of consumer-directed benefits. Join a team that values operational excellence, partner relationships, and bold goals.

About the role

As an Employer Services Representative, you’ll deliver exceptional service and optimize operations to enhance our partners' experience. You’ll respond to inquiries from HR leaders, brokers, and account managers via phone and email, resolve technical issues, and collaborate with internal teams to ensure a seamless customer experience. The role focuses on problem-solving, trend identification, and maintaining expertise in Alegeus platforms and consumer-directed benefits (HSA, HRA, FSA).

Responsibilities

• Deliver exceptional service by responding to employer inquiries (HR leaders, brokers, account managers) via phone and email, ensuring timely and professional resolution.
• Maintain service excellence by meeting key performance metrics, including customer satisfaction scores, ticket resolution timelines, call queue adherence, and quality assurance standards.
• Identify trends in recurring issues, share insights with leadership, and promote self-service tools to reduce escalations and enhance the employer experience.
• Support employers with eligibility updates (new hires, changes, terminations) and assist in resolving technical issues related to payroll funding, HSA deposits, and EDI/sFTP transmissions.
• Collaborate with internal teams to escalate and resolve member-level and employer-level issues, ensuring a seamless and positive customer experience.
• Build and maintain expertise in Alegeus platforms and consumer-directed benefits (HSA, HRA, FSA), staying current on product updates and industry changes through training and self-learning.

Requirements

• 1–3 years of customer service or client support experience in a professional setting required.
• Experience supporting employer groups, senior-level contacts, or decision makers preferred.
• Background in health insurance, consumer-directed benefits (HSA, HRA, FSA), or regulated industries is highly desirable.
• Bachelor’s degree or equivalent education and/or work experience preferred.
• Proficient in Microsoft Office (Outlook, Word, Excel) and familiar with collaboration tools like WebEx, Teams, or Zoom.

Skills

• Strong problem-solving and de-escalation skills.
• Ability to thrive in a fast-paced environment while maintaining professionalism and delivering high-quality outcomes.

Benefits

• Flexible work environment (25% hybrid in Maitland, FL).
• Competitive salaries, paid vacation, and holidays.
• Robust professional development programs.
• Comprehensive health, wellness, and financial packages.

Pay

The posted salary range reflects the minimum and maximum target for this position’s compensation grade: $13.51 - $22.98 per hour. Individual compensation is determined based on job-related skills, experience, education, geographic location, and market conditions. Total compensation may include bonuses, incentive plans, and a comprehensive benefits package.