Member Service Specialist I

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: AR, AL, FL, GA, IA, ID, IN, KS, KY, MO, MS, NC, OH, OK, SC, SD, TN, TX, UT, WY This Job Posting is for our September 28th Training Class. The available Shifts and associated Training times that are listed in Mountain Time Zone are below but 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