Member Service Specialist I

About the role

This position is responsible for maintaining positive customer relationships by responding to a high volume of incoming customer inquiries via phone regarding HealthEquity's spending account products. Candidates must reside in specified states.

Responsibilities

• Research and respond to phone inquiries from customers to ensure timely resolution of issues.
• Educate members when appropriate to maximize use of products and services.
• Provide accurate information to customer inquiries in accordance with HealthEquity's inquiry accuracy standards.
• Educate customers on HealthEquity products such as eligible IRS expenses, HSA investment and pricing options, FSA, Dependent Care, Transportation, and claims processing procedures.
• Serve as a customer advocate by identifying underlying customer needs and guiding them to appropriate programs and resources.
• Establish rapport by offering information and services beyond the customer’s initial inquiry.
• Research issues and policies to effectively resolve negative member experiences as needed.
• Communicate with escalated members to understand their issue and work through resolution while remaining compliant with established security and policy practices.
• Other duties, as assigned.

Requirements

• High school diploma or equivalency required.
• Associates degree, preferred.
• Must be 18 years of age or older.
• One to two years of Customer service experience is a plus.
• Proficiency with Microsoft Word, Outlook, Teams and Windows operating systems is required.
• Able to navigate multiple computer screens and enter data.
• Strong oral and written communication skills.
• Strong problem solving and decision-making skills.
• Impeccable soft skills and interpersonal skills.
• Able to communicate empathetically, positively, and professionally in challenging or escalated situations.
• Must be able to take written, verbal, and online assessments.
• Must have a secure location to work at home without distraction behind a closed door to protect sensitive information.
• Must have a stable, high speed internet connection for handling calls without interruption of at least 10mbps down and 6mbps up.
• Able to perform work at a computer station for 7-8+ hours a day and function in an environment with frequent interruptions.
• Manage high volume of inbound calls and navigate complex, time-sensitive situations.
• May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
• Interact, de-escalate concerns, and ensure a positive member experience.
• Maintain predictable and reliable attendance, with the ability to adapt to changing work schedules including participating in a shift bid on a yearly basis, and evolving business needs.

Qualifications

• Adaptable and embraces change and ambiguity.
• Work requires normal range of hearing, vision, and verbal communication skills, with or without a reasonable accommodation.
• Manage high volume of inbound calls and navigate complex, time-sensitive situations.
• May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
• Interact, de-escalate concerns, and ensure a positive member experience.
• Maintain predictable and reliable attendance, with the ability to adapt to changing work schedules including participating in a shift bid on a yearly basis, and evolving business needs.

Skills

• Strong oral and written communication skills.
• Strong problem-solving and decision-making skills.
• Impeccable soft skills and interpersonal skills.
• Able to communicate empathetically, positively, and professionally in challenging or escalated situations.

Benefits & Perks

• The position is eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:
• Medical, dental, and vision coverage.
• HSA contribution and match.
• Dependent care FSA match.
• Full-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per year.
• Paid parental leave.
• 401(k) match.
• Personal and healthcare financial literacy programs.
• Ongoing education & tuition assistance.
• Gym and fitness reimbursement.
• Wellness program incentives.
• Onboarding & travel.

Pay

$17.00 / hour

Schedule

This is a remote position. Salary range is $17.00 / hour.

Benefits & Perks

• The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location.
• This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:
• Medical, dental, and vision coverage.
• HSA contribution and match.
• Dependent care FSA match.
• Full-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per year.
• Paid parental leave.
• 401(k) match.
• Personal and healthcare financial literacy programs.
• Ongoing education & tuition assistance.
• Gym and fitness reimbursement.
• Wellness program incentives.
• Onboarding & travel.

Why work with HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as widespread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position.

Equal Opportunity Employer

HealthEquity is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics.

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