[Remote] Member Service Specialist I

Note: The job is a remote job and is open to candidates in USA. HealthEquity is dedicated to saving and improving lives by empowering healthcare consumers. They are seeking a Member Service Specialist I to maintain positive customer relationships by responding to inquiries about spending account products and educating customers on IRS regulations and claims processing procedures.

Responsibilities

• 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

Skills

• High school diploma or equivalency required
• Must be 18 years of age or older
• 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
• Associates degree, preferred
• One to two years of Customer service experience is a plus

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

Company Overview