CDH Engagement Specialist

ThrivePass; Pereira; Presencial; COP 27.900.000 - 31.248.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Plan Complementario de Salud

Additional PTO days

Career growth opportunities

Descripción de la vacante

ThrivePass in Pereira, Colombia (on-site) is hiring an Engagement Specialist to support our members with timely, empathetic communication and accurate solutions as part of the customer support team.

You will handle inquiries, process claims (FSA, HRA, commuter benefits), meet SLAs, collaborate with cross-functional teams, and continually seek ways to improve workflows. 1–3 years in customer service and fluent English are required; salary is COP 2,500,000–2,800,000 per month.

Formación

• 1–3 years of experience in customer service or related roles.
• Strong problem-solving and critical thinking skills.
• Proficient with Microsoft Word and Excel.
• Ability to learn new systems and technologies quickly.
• Excellent English communication, written and verbal.
• Detail-oriented and highly organized.
• Team player with a positive attitude and openness to feedback.

Responsabilidades

• Deliver high-quality customer service to CDH members and plan participants.
• Respond to member inquiries through ticketing systems promptly.
• Provide professional and empathetic phone support.
• Review, evaluate, adjust, and process claims (FSA, HRA, commuter benefits, etc.).
• Meet and exceed SLAs for accuracy, volume, and call quality.
• Identify issues or inefficiencies and escalate when needed.
• Provide timely follow-up and resolution.
• Collaborate with cross-functional teams to improve processes and member experience.
• Bring new ideas to improve workflows and efficiency.

Conocimientos

Customer empathy

Communication skills

Attention to detail

Multitasking

Ownership

Herramientas

Microsoft Word

Excel

Descripción del empleo

Location: Pereira, Colombia (On-site)

Employment Type: Full-time

Who We Are

At ThrivePass, we’re on a mission to help employees and businesses Thrive, because benefits should be more than just checkboxes. Through personalized benefits technology, data-driven insights, and meaningful experiences, we empower companies to support their teams in ways that truly matter.

We don’t just talk about culture, we build it. Everything we do is rooted in our CARE values:

• Courageous – Have the confidence to think differently, innovate, and act. Challenge boundaries, embrace change, and see challenges as opportunities to learn.
• Accountable – Take responsibility for your impact, honor commitments, communicate proactively, and act with integrity.
• Resourceful – Use critical thinking, collaborate across teams, leverage available resources, and create effective solutions.
• Engaged – Take ownership of your work, prioritize effectively, drive results, and understand how your role impacts the success of your team, our clients, and our members.

At ThrivePass, performance isn’t just about hitting goals, it’s about how you show up every day. Join us in shaping the future of employee benefits!

The Engagement Specialist is an integral part of our customer support team, working directly with our members to ensure the highest level of satisfaction through timely, empathetic communication and accurate solutions.

You will:

• Deliver high-quality customer service to Consumer Driven Healthcare (CDH) members and plan participants
• Respond to member inquiries through ticketing systems in a timely manner
• Provide professional and empathetic phone support
• Review, evaluate, adjust, and process claims (FSA, HRA, commuter benefits, etc.)
• Meet and exceed Service Level Agreements (SLAs) for accuracy, volume, and call quality
• Identify issues or inefficiencies and follow escalation paths when needed
• Provide timely and effective support, including follow-up and resolution
• Collaborate with cross-functional teams to improve processes and member experience
• Bring new ideas to improve workflows and efficiency

What You Bring

• Strong customer-centric mindset with high empathy
• Excellent communication skills (written and verbal)
• High attention to detail and organizational skills
• Ability to multitask and adapt in a fast-paced environment
• Strong ownership and accountability

Must Haves

• 1–3 years of experience in customer service, claims processing, phone support, or related roles
• Strong problem-solving and critical thinking skills
• Working knowledge of Microsoft Word and Excel
• Ability to learn new systems and technologies quickly
• Excellent communication skills in English (written and verbal)
• Detail-oriented and highly organized
• Team player with a positive attitude and openness to feedback

Nice to Have

• Familiarity with insurance concepts such as medical insurance, FSA, HSA, and COBRA
• Experience supporting U.S.-based clients or benefits platforms
• Experience handling sensitive and confidential information

Why You’ll Love Working Here

• $2,500,000 – $2,800,000 COP monthly salary
• A culture that truly lives its CARE values
• Opportunities to grow, learn, and develop your career
• A collaborative, supportive, and fun team environment
• An inclusive workplace where everyone is valued and respected

Benefits

We offer benefits such as a Plan Complementario de Salud, additional PTO days during your first year of service, and other perks designed to support your well-being and growth.

Equal Opportunity Statement

ThrivePass is an equal opportunity employer committed to fostering an inclusive workplace where all employees and applicants are treated with respect and fairness. We celebrate diversity and are dedicated to creating an environment where everyone can thrive.