Member Services Customer Support

ibex; Pittsburgh (Allegheny County); On-site; USD 25,000 - 33,000; Full time

Job summary

ibex is seeking a Member Services Specialist to handle high volumes of member inquiries by phone, providing education on IRS regulations, spending account programs, claims processing and reimbursement procedures. The role emphasizes delivering an exceptional member experience and guiding customers to appropriate plans and resources.

The position requires responding to issues, maintaining compliance with security and policy requirements, and identifying opportunities to offer additional support

Qualifications

• Must have a high school diploma or equivalent.
• Private, distraction-free workspace at home.
• Hard-wired Ethernet with at least 50 Mbps download and 10 Mbps upload.
• Must remain on camera during working hours.

Responsibilities

• Respond to member inquiries via phone, researching issues and providing accurate, timely resolutions.
• Educate members to help maximize the value of their benefits.
• Serve as a member advocate by identifying needs and guiding members toward appropriate plans and resources.
• Effectively manage escalated member interactions, resolve concerns, and ensure compliance with security and policy requirements.
• Deliver exceptional customer experiences by proactively offering additional support, information, and services.
• Maintain attendance standards and adhere to performance expectations.
• Perform other duties as assigned.

Job description

Member Services Specialist

As a Member Services Specialist, you will be responsible for maintaining positive customer relationships by responding to a high volume of incoming phone inquiries regarding healthcare spending account products. You will provide education and support related to IRS regulations, spending account programs, claims processing, and reimbursement procedures while delivering exceptional member experience.

Responsibilities

• Respond to member inquiries via phone, researching issues and providing accurate, timely resolutions using available tools, resources, communications, and training materials.
• Educate members to help maximize the value of their benefits.
• Serve as a member advocate by identifying needs, addressing concerns, and guiding members toward appropriate plans/products, solutions and resources.
• Effectively manage escalated member interactions, resolve concerns, and maintain compliance with established security and policy requirements.
• Deliver exceptional customer experiences by proactively identifying opportunities to provide additional support, information, and services beyond the initial inquiry.
• Maintain attendance standards and adhere to all performance expectations.
• Perform other duties as assigned.

Eligible States

Alabama, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Louisiana, Michigan, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin, and Wyoming.

Minimum Requirements

• Must be at least 18 years of age with a high school diploma or equivalent.
• Must have a private, distraction-free workspace that is not located in a shared or common area of the home.
• Must have a hard-wired Ethernet internet connection with minimum speeds of 50 Mbps download and 10 Mbps upload. (5G, hotspots, and satellite internet are not supported.)
• Must remain on camera during working hours.