Role Overview
This position is responsible for partnering closely with accountholders calling our contact center to provide valuable support, education, and direction on products like Flexible Spending Accounts (FSA), Heathcare Savings Accounts (HSA), COBRA, and others. The H&B Support Specialist will report to the H&B Support Supervisor in the ACES (Accountholder and Client Experience Support) Organization.
What You Will Do
You will be accountable for helping accountholders understand how their healthcare reimbursement accounts work. You will provide friendly and helpful service, making sure the caller feels supported. You will be explaining how the benefits and policies work, so accountholders know how to get the most out of their individual plans.
Why It Might Be a Fit
You will be committed to providing the highest level of service to each caller, treating them with empathy, understanding, and respect. You will be responsible for resolving issues without management intervention to remove barriers for the members.
Requirements
- 2+ years of experience in customer service
- 2+ years of call center experience
- Computer knowledge and skills, comfortable learning new systems
- Able to learn and retain information while using a digital workflow to navigate the interaction and tools
- Basic understanding of medical / reimbursement terminology preferred
- Can work in a fast-paced environment, taking up to 50 calls per day
- Ability to de-escalate and handle member issues without utilizing a supervisor
- Excellent oral and written communication skills
- Able to work hours of 10:30 a.m. CT to 7 p.m. CT
- Problem solving skills
- Attention to detail and accuracy
Benefits
- PTO accrues while in the training period
- Paid training
- Equipment provided
- Internet speed requirements: Upload Speed: >20 Mbps, Download Speed: >100 Mbps
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