Retirement and Wealth - Sr. Support Specialist (Remote)

Inspira Financial Trust, LLC; Oak Brook (IL); Remote; USD 55,000 - 70,000; Full time

Job summary

Inspira Financial Trust, LLC is seeking a Sr. Support Specialist to manage email, chat, and text communications with accountholders and members. The role provides advanced-level product support on FSA, HSA, COBRA, and R&W plans, resolving time-sensitive issues and escalating as needed.

The role collaborates with internal Inspira departments to resolve client requests and maintain strong client relationships. The Sr.

Responsibilities

• Respond and resolve incoming and outgoing accountholder emails, chats, voice calls, or texts.
• Manage escalated client situations and assist Managers with following up with accountholders.
• Understand and articulate processes, timelines, and next steps with accountholders in clear language.
• Troubleshoot issues related to completing required forms and online guidance.
• Provide feedback and recommendations on processes and technology to internal teams, both written and oral.
• Mentor new Support Specialists and support staff on new applications and tools.
• Support Staff, Team Leads, and Managers as needed.
• Provide feedback and suggestions to the training team.
• Showcase alignment with company values in every interaction with accountholders and team members.
• Participate in pilots, UAT, and other new programs as needed.
• Other duties as assigned.

Job description

The Sr. Support Specialist is responsible for ownership of additional communications channels with accountholders or members who reach our contact center primarily through email, chat, or text. The role provides valuable advanced-level support and education on products like Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), COBRA (H&B) or Automatic Rollover/Direct Rollover plans (R&W). The Sr. Support Specialist will typically handle more complex or delicate issues,including time sensitive or escalated cases.

The role also assumes the primary responsibility of interacting with all the necessary internal Inspira departments to resolve client requests or answer any inquiries related to their account activity and investments. Through excellent verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our clients and firm associates.

The Sr. Support Specialist also assists other senior members of the ACES Department in developing and updating internal Policies and Procedures. This role involves assisting Team Leads and Managers with mentoring new team members as well as supporting all staff on any new applications or tools. A Sr. Support Specialist is a Subject Matter Expert (SME) in all areas of their division at Inspira.

Duties & Responsibilities:

• Respond and resolve incoming and outgoing accountholder emails, chats, voice calls, or texts.
• Manage escalated client situations and assist Managers with following up with accountholders.
• Understand and be able to articulate processes, timelines, and next steps with accountholder with clear, common language
• Strong ability to troubleshoot issues related to completing required forms and assisting with online guidance.
• Ability to provide feedback and recommendations on processes and technology to our internal teams, both written and orally
• Assist with mentoring new Support Specialists
• Assist with supporting Support Specialists on new applications and tools
• Provide support and assistance to Support Specialists, Team Leads, and Managers as needed.
• Provide feedback and suggestions to the training team
• Showcase alignment with our company values in every interaction with accountholders and team members
• Participate in pilots, UAT, and other new programs as needed
• Other duties as assigned

The typical schedule for this position is Monday through Friday, from 9:30 a.m. CT to 6 p.m. CT or 10:30 a.m. CT to 7 p.m. CT. Training for this position is 7 weeks. Training Schedule:

• Tier 1 Training - 3 weeks (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 1 Call Lab - 2 weeks (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)
• Tier 2 Training - 1 week (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 2 Call Lab - 1 week (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)