Member Service Specialist I

As a Member Service Specialist I, you will research and respond to phone inquiries from customers to ensure timely resolution of issues. You will also educate members to maximize use of products and services, providing accurate information in accordance with HealthEquity's inquiry accuracy standards. Further responsibilities include educating 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. Serving as a customer advocate, you will identify underlying customer needs and guiding them to appropriate programs and resources, while establishing rapport by offering information and services beyond the customer’s initial inquiry. Expect to research issues and policies to effectively resolve negative member experiences as needed, and communicate with escalated members to understand their issue and work through resolution while remaining compliant with established security and policy practices. Maintain predictable and reliable attendance, with the ability to adapt to changing work schedules and evolving business needs.