Client Service Consultant I

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

How you can make a difference  

The Client Services Consultant I is responsible for responsible for consulting with HealthEquity clients to deliver remarkable service measured through Client NPS, Customer Satisfaction Results, Case Turnaround times along with internal Service Assurance scores. Successful individuals will operate in a fast-paced phone, email, case work and client portal relationship driven service environment.  

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

What you’ll be doing 

• Consistently delivers remarkable service as measured through Client NPS, Customer Satisfaction Survey Results, Case Resolution Timeframes along with internal Service Assurance Quality Scores.
• Operating in a fast-paced phone, email and client portal relationship driven service environment.
• As a Client Service Consultant, I you are expected to fill all the duties of a client’s relationship manager through primary phone interactions and some email correspondence.
• The ability to begin to learn and support clients on multiple platforms; Classic; V5 & Complink and have in-depth knowledge on all HealthEquity product offerings; HSA, FSA, HRA, Commuter, COBRA, and other employee savings plans.
• Leverages resources effectively (Salesforce, Oracle, Fetch, etc.) on every call to in order to ensure correct information is consistently being provided to every client.
• Desire to continually learn and improve your knowledge by utilizing continuous training that is provided.
• Consistently educating clients when appropriate to maximize use of all HealthEquity products and service offerings.
• Taking and making phone calls and follow-ups to fully service the clients.
• Anticipate future needs of the client by educating them on self-service options that are available to them.
• The ability to work regular overtime (such as extended hours or additional shifts) is essential. Overtime may be scheduled in advance or on-call depending on business need.
• Other duties as assigned

What you will need to be successful

Education and Experience:

• 1-2 years' experience servicing clients and/or brokers in a customer service support role
• High school diploma or GED required
• Previous experience working in banking, a financial institution or healthcare is preferred.

Specialized Knowledge, Skills, and Abilities:

• Ability to meet adherence to schedule expectations and case work expectations.
• Ability to navigate various multiple platforms and computer applications.
• Ability to partner with all internal teams that help us drive the client experience, i.e. finance, client operations, sales, contracts team, compliance etc.
• Act in accordance with the purple policies and values.
• Exceptional ability to build trust and communicate with clients in order to fully meet their plan administration needs.
• Highly motivated with the ability to work as a team player and as an individual contributor. (Love those overachievers)
• Inbound and Outbound phone and personal communication skills
• Strong ability to maintain a high level of accuracy and proficiency in all aspects of clients account maintenance needs. (A little perfectionism doesn’t hurt).
• Willingness to learn and support multiple products offered across the organization.

Physical/Mental Requirements and Demands:

• Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.
• Must be able to use a telephone or 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 6-8+ hours a day and function in an environment with frequent interruptions is required.
• Must be able to lift and move material weighing up to 20 lbs
• 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 total 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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