[Hiring] Member Service Specialist I @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 August 24th Training Class. The available Shifts and associated Training times are below but subject to change depending on business needs.

What you’ll be doing:

• Research and respond to phone inquiries from our customers to ensure timely resolution of issues.
• Educate members when appropriate to maximize use of products and services.
• Consistently provide accurate information to customer inquiries in accordance with HealthEquity's (HQY) inquiry accuracy standards by prioritizing and utilizing appropriate tools, resources, internal communications, and training materials.
• Educate customers on HealthEquity products such as eligible IRS expenses, Health Savings Accounts (HSA) investment and pricing options, Flexible Spending Accounts (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.

Qualifications

• 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.
• Someone who is adaptable and who embraces change and ambiguity.
• Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.
• Must be able to use a telephone and headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation.
• Must be able to spend prolonged periods of each workday on the phone.
• Be able to come onsite to our Draper, Utah location for trainings, onboarding, or other team needs, with advance notice.
• Ability to perform work at a computer station for 7-8+ hours a day and function in an environment with frequent interruptions is required.
• 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.
• Interactions, de-escalating concerns and ensuring 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.

Benefits

• Medical, dental, and vision.
• 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.