Member Service Specialist I

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How you can make a difference:  

While working from the confines of your home, this position will be responsible for maintaining positive customer relationships by responding to a high volume of incoming customer inquiries via phone regarding all of HealthEquity's(HQY) spending account products. Proactively provide information and education to customers about IRS regulations and various spending accounts, claims processing and reimbursement procedures.  

This is a REMOTE position, but candidates must reside in the following states to be considered: AR, FL, GA, IA, ID, IN, KS, KY, MO, MS, NE, OH, OK, SD, TN, TX, UT, WY

What you’ll be doing: 

• 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.    

Click here to learn more.

What you will need to be successful:

• High school diploma or equivalency required. Associates degree, preferred. 
• Must be 18 years of age or older
• One to two years customer service and/or call center 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
• Strong interpersonal skills
• Impeccable soft skills
• Must have a secure location to work at home without distraction behind a closed door to protect sensitive information
• Proven skills as an insightful and compassionate communicator
• Demonstrated ability to establish and maintain positive interpersonal relationships
• 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. 
• 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 
• The ability to perform work at a computer station for 7-8+ hours a day and function in an environment with frequent interruptions is required. 
• May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.  

#LI-Remote

This is a remote position.

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:  

• Medical, dental, and vision 

• HSA contribution and match 

• Dependent care FSA match 

• Full-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per year 

• Paid parental leave 

• 401(k) match 

• Personal and healthcare financial literacy programs 

• Ongoing education & tuition assistance 

• Gym and fitness reimbursement 

• Wellness program incentives 

Why work with HealthEquity 

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more. 

You belong at HealthEquity!

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

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