Member Service Specialist I

Member Service Specialist I

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

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 Utah to be considered at this time and team members may also be asked to attend occasional meetings at our Draper headquarters located at 121 W. Scenic Pointe Drive, Draper, UT 84020.

This job posting is for our December 1st Training Class.

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.
• Maintain predictable and reliable attendance, with the ability to adapt to changing work schedules and evolving business needs.

What you will need to be successful :