Member Service Specialist I
HealthEquity, Draper, UT, United States
Member Service Specialist I
Job Location: US-Remote
Our Mission Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.
Overview How you can make a difference:
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 as we are hiring team members only in Mountain Standard Time (MST) or Central Standard Time (CST) at this time: AR, IA, ID, IN, KS, MO, MS, NE, OK, SD, TN, TX, UT, WY.
The Shift Available is between 9am-6pm Mountain Standard Time (MST) but is 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.
What you will need to be successful:
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 decisions 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.
Take part in occasional 360 Workspace Reviews, quick, simple check-in's (a brief video walkthrough or photo) to help ensure your remote setup stays safe and compliant.
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.
#LI-Remote
This is a remote position.
Salary Range $17.00 / hour
Benefits & Perks
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
Onboarding & Travel This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity's immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.
This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.
HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.
Why Work with HealthEquity HealthEquity has a vision that by2030 we will make HSAs as wide-spread 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. Click to learn more.
You belong at HealthEquity!
EEO Statement HealthEquity, Inc. 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. HealthEquity is a drug-free workplace.
#J-18808-Ljbffr
Our Mission Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.
Overview How you can make a difference:
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 as we are hiring team members only in Mountain Standard Time (MST) or Central Standard Time (CST) at this time: AR, IA, ID, IN, KS, MO, MS, NE, OK, SD, TN, TX, UT, WY.
The Shift Available is between 9am-6pm Mountain Standard Time (MST) but is 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.
What you will need to be successful:
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 decisions 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.
Take part in occasional 360 Workspace Reviews, quick, simple check-in's (a brief video walkthrough or photo) to help ensure your remote setup stays safe and compliant.
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.
#LI-Remote
This is a remote position.
Salary Range $17.00 / hour
Benefits & Perks
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
Onboarding & Travel This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity's immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.
This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.
HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.
Why Work with HealthEquity HealthEquity has a vision that by2030 we will make HSAs as wide-spread 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. Click to learn more.
You belong at HealthEquity!
EEO Statement HealthEquity, Inc. 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. HealthEquity is a drug-free workplace.
#J-18808-Ljbffr