Remote Member Support Specialist I

HealthEquity, Inc.; Draper (UT); Hybrid; USD 21,000 - 26,000; Full time

Benefits offered by this job

Medical, dental, and vision

HSA contribution and match

Dependent care FSA match

18 days PTO + 13 paid holidays

Paid parental leave

401(k) match

Wellness program incentives

Education assistance

Job summary

HealthEquity, Inc. is seeking a Remote Member Services Specialist to connect with customers by phone, educate on HSAs, FSAs, and related programs, and guide them through resolution with empathy and accuracy.

You will operate in a home office setup, handling high call volumes, while adhering to security practices and using standard tools like Word, Outlook, and Teams. Onsite trainings may be required in Draper, UT as needed.

Qualifications

• High school diploma or equivalency required. Associates degree, preferred.
• Must be 18 years of age or older.
• One to two years of Customer service experience is a plus.
• Proficiency with Microsoft Word, Outlook, Teams and Windows operating systems) is required. Able to navigate multiple computer screens and enter data
• Strong oral and written communication skills
• Strong problem solving and decisions making skills
• Impeccable soft skills and interpersonal skills. Able to communicate empathetically, positively and professionally in challenging or escalated situations.
• Must be able to take written, verbal and online assessments.
• Must have a secure location to work at home without distraction behind a closed door to protect sensitive information
• Must have a stable, high speed internet connection for handling calls without interruption of at least 10mbps down and 6mbps up
• Someone who is adaptable and who embraces change and ambiguity
• Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.
• Take part in occasional 360 Workspace Reviews, quick, simple check-in's (a brief video walkthrough or photo) to help ensure your remote setup stays safe and compliant.
• Must be able to use a telephone and headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation.
• Must be able to spend prolonged periods of each workday on the phone
• Be able to come onsite to our Draper, Utah location for trainings, onboarding, or other team needs, with advance notice.
• Ability to perform work at a computer station for 7-8+ hours a day and function in an environment with frequent interruptions is required.
• Manage high volume of inbound calls and navigate complex, time sensitive situations.May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
• Interactions, de-escalating concerns and ensuring a positive member experience.
• Maintain 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 needs.

Responsibilities

• 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 issue and work through resolution while remaining compliant with established security and policy practices.
• Other duties, as assigned.

Skills

Customer service

Communication skills

Problem solving

Remote work readiness

Education

High school diploma or equivalent

Associates degree preferred

Tools

Microsoft Word

Outlook

Teams

Windows OS

Job description

HealthEquity, Inc. is seeking a Remote Member Services Specialist to connect with customers by phone, educate on HSAs, FSAs, and related programs, and guide them through resolution with empathy and accuracy.

You will operate in a home office setup, handling high call volumes, while adhering to security practices and using standard tools like Word, Outlook, and Teams. Onsite trainings may be required in Draper, UT as needed.