[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.ResponsibilitiesResearch and respond to phone inquiries from our customers to ensure timely resolution of issuesEducate members when appropriate to maximize use of products and servicesConsistently 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 materialsEducate 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 proceduresServe as a customer advocate by identifying underlying customer needs and guiding them to appropriate programs and resourcesEstablish rapport by offering information and services beyond the customer’s initial inquiryResearch issues and policies to effectively resolve negative member experiences as neededCommunicate with escalated members to understand their issue and work through resolution while remaining compliant with established security and policy practicesOther duties, as assignedSkillsHigh school diploma or equivalency requiredMust be 18 years of age or olderProficiency with Microsoft Word, Outlook, Teams and Windows operating systems is requiredAble to navigate multiple computer screens and enter dataStrong oral and written communication skillsStrong problem solving and decision making skillsImpeccable soft skills and interpersonal skillsAble to communicate empathetically, positively and professionally in challenging or escalated situationsMust be able to take written, verbal and online assessmentsMust have a secure location to work at home without distraction behind a closed door to protect sensitive informationMust have a stable, high speed internet connection for handling calls without interruption of at least 10mbps down and 6mbps upSomeone who is adaptable and who embraces change and ambiguityWork requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodationMust be able to use a telephone and headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodationMust be able to spend prolonged periods of each workday on the phoneBe able to come onsite to our Draper, Utah location for trainings, onboarding, or other team needs, with advance noticeAbility to perform work at a computer station for 7-8+ hours a day and function in an environment with frequent interruptions is requiredManage high volume of inbound calls and navigate complex, time sensitive situationsMay experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlinesInteractions, de-escalating concerns and ensuring a positive member experienceMaintain 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 needsAssociates degree, preferredOne to two years of Customer service experience is a plusBenefitsMedical, dental, and visionHSA contribution and matchDependent care FSA matchFull-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per yearPaid parental leave401(k) matchPersonal and healthcare financial literacy programsOngoing education & tuition assistanceGym and fitness reimbursementWellness program incentivesCompany OverviewHealthEquity connects health and wealth by administering Health Savings Accounts (HSAs) and other consumer-directed benefits. It was founded in 2002, and is headquartered in Draper, Utah, USA, with a workforce of 1001-5000 employees. Its website is http://www.healthequity.com.



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