[Hiring] Support Specialist (Chat, Emails, Calls) @Inspira Financial

Role Description

The position is responsible for partnering closely via verbal or written communications with members who reach our contact center. The role provides valuable support, education, and direction on products like Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), Health Reimbursement Accounts (HRA), and commuter benefits. This role requires the candidate to handle high call, email, and chat volume daily. The role also assumes the primary responsibility of interacting with all the necessary internal Inspira departments to resolve member requests or answer any inquiries related to their account activity. The individual in this position develops, strengthens, and maintains a positive relationship with our members and firm associates.

• You will be responsible for helping members understand how their Inspira Financial accounts work.
• Provide friendly, knowledgeable, and helpful service, ensuring every caller feels supported.
• Explain account benefits and policies so accountholders can confidently understand and make the most of their individual plans.
• Ensure all work is compliant with all internal quality assurance standards and technical policies and programs.
• Utilize digital tools and assistance to guide you through your interactions, which include knowledge management systems, digital workflows, and performance dashboards.
• Provide the highest level of service to each caller, treating them with empathy, understanding, and respect.
• Consult with members to support easy navigation of the available online tools and apps, for actions like checking account balance, distributions, and submitting claims.
• Accountable for resolving issues without management intervention to remove barriers for the accountholder.
• Respond and resolve incoming and outgoing accountholder emails, chats, and voice calls.
• Showcase alignment with our company values in every interaction with accountholders and team members.
• Accountable to protect sensitive member information with discretion and adhere to all compliance rules and regulations.
• Responsible for all levels of member engagement, while prioritizing effectively meeting member service goals / deadlines.

Work Hours

• Monday-Friday with a variety of shifts available between 7:00 AM and 7:00 PM CT.
• Preferred shifts are assigned based on availability and on a first-come, first-served basis.

Training Start Date

• Monday, September 7th, 2026 (subject to change due to business needs).
• Attendance is mandatory during the training period of this position (training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position).
• Training Hours: Monday-Friday, 7:00 AM - 3:30 PM CT.
• Training is six weeks. There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position.

Equipment Provided

• docking station (x1)
• headset (x1)
• keyboard (x1)
• laptop (x1)
• monitor (x2)
• mouse (x1)

Internet Speed Requirements

• Upload Speed: >20 Mbps
• Download Speed: >100 Mbps
• Must be able to hardwire ethernet cable to internet modem/router.

Work Environment

• This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift.

Qualifications

• 2+ years of experience in Customer Service in a call center environment.
• No degree required.
• Preferred Education: Bachelor's Degree or 1-3 years of direct H&B experience.

Skills & Abilities

• Energetic client service focused individual who is accountable and reliable.
• Able to learn and retain information while using a digital workflow to navigate the interaction and tools.
• Able to connect with accountholders on a human level and assist them as needed with patience and empathy.
• Can work in a fast-paced environment, taking up to 50 calls per day.
• Possesses strong written, keyboarding, and verbal communication skills.
• Able to apply relationship building skills to internal and external clients.
• Has strong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products.
• Strong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder.
• Proactive approach to resolving issues.
• Active Listening Skills.
• Is detail-oriented, organized, and dependable.
• Possess a cheerful attitude and be able to perform well in a collaborative team environment.