Member Services Customer Support

Ibex Limited; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Ibex Limited in the United States is seeking a dedicated Member Services Specialist to handle a high volume of phone inquiries about healthcare spending accounts, educate members on IRS rules, and support spending account programs.

You will process claims, assist with reimbursements, and strive to deliver an exceptional member experience while maintaining security and policy compliance.

Qualifications

• High school diploma or equivalent (minimum)
• Private, distraction-free workspace at home
• Hard-wired Ethernet connection with minimum 50 Mbps download and 10 Mbps upload
• Must be 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
• Advise members on plans/products, solutions and resources to meet their needs

Job description

Overview

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

What You Will Do

• 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.

Qualifications

Eligible States

This role is currently limited to candidates residing in:

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.