Senior Client Support Specialist - SME, Escalations & Mentoring

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

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.