[Hiring] Member Service Specialist @HealthEquity

Role Description

While working from the confines of your home, this position will be responsible for maintaining positive customer relationships by responding to a high volume of incoming customer inquiries via phone regarding all of HealthEquity's (HQY) spending account products. Proactively provide information and education to customers about IRS regulations and various spending accounts, claims processing and reimbursement procedures.

This is a REMOTE position, but candidates must reside in the following states to be considered: AR, AL, FL, GA, IA, ID, IN, KS, KY, MO, MS, NC, OH, OK, SC, SD, TN, TX, UT, WY.

This Job Posting is for our two upcoming training classes:

• October 19th - November 13th, 2026
• November 2nd - November 25th, 2026

The available Shift/Training Times are in Mountain Standard Time (MST) Monday- Friday:

• October 19th:
  • Training Schedule (MT): 11:30am-8:00pm
  • Training Schedule (MT): 11:00am-8:00pm
• November 2nd:
  • Training Schedule (MT): 8:30am - 5:00pm
  • Training Schedule (MT): 8:00am - 5:00pm
  • Training Schedule (MT): 9:00am - 5:30pm
  • Training Schedule (MT): 8:00am - 5:00pm
  • Training Schedule (MT): 9:30am - 6:00pm
  • Training Schedule (MT): 8:00am - 5:00pm
  • Training Schedule (MT): 10:00am - 6:30pm
  • Training Schedule (MT): 10:00am - 7:00pm
  • Training Schedule (MT): 10:30am - 7:00pm
  • Training Schedule (MT): 10:00am - 7:00pm
  • Training Schedule (MT): 11:30am - 8:00pm
  • Training Schedule (MT): 11:00am - 8:00pm

Shift schedules are assigned on a first-come, first-served basis and will be confirmed upon offer acceptance. Schedules are subject to change based on business needs.

Qualifications

• High school diploma or equivalency required; Associates degree preferred.
• Must be 18 years of age or older.
• Two plus years of customer service in a call center environment experience.
• Proficiency with Microsoft Word, Outlook, Teams, and Windows operating systems.
• Strong oral and written communication skills.
• Strong problem-solving and decision-making skills.
• Impeccable soft skills and interpersonal skills.
• Must be able to take written, verbal, and online assessments.
• Must have a secure location to work at home without distraction.
• Must have a stable, high-speed internet connection.
• Someone who is adaptable and embraces change and ambiguity.
• Must be able to spend prolonged periods of each workday on the phone.
• Ability to perform work at a computer station for 7-8+ hours a day.
• Maintain predictable and reliable attendance.

Requirements

• Manage high volume of inbound calls and navigate complex, time-sensitive situations.
• Communicate with escalated members to understand their issue and work through resolution.
• Research and respond to phone inquiries from customers to ensure timely resolution of issues.
• Educate members to maximize use of products and services.
• Consistently provide accurate information to customer inquiries.
• Research issues and policies to effectively resolve negative member experiences.
• Establish rapport by offering information and services beyond the customer’s initial inquiry.
• Take part in occasional 360 Workspace Reviews.
• Be able to come onsite to our Draper, Utah location for trainings, onboarding, or other team needs, with advance notice.

Benefits

• Medical, dental, and vision.
• HSA contribution and match.
• Dependent care FSA match.
• Minimum of 18 days of annual PTO and 13 paid holidays per year for full-time team members.
• Paid parental leave.
• 401(k) match.
• Personal and healthcare financial literacy programs.
• Ongoing education & tuition assistance.
• Gym and fitness reimbursement.
• Wellness program incentives.