Member Service Specialist I

About the Role

HealthEquity’s purpose is to help save and improve lives by enabling healthcare consumers. In this role, you’ll work from home to support members by handling a large volume of inbound phone inquiries about HealthEquity spending account products. You’ll also explain IRS rules, spending account basics, claims processing, and reimbursement steps so customers can use their accounts with confidence.

This is a remote role, but applicants must live in one of these states to be eligible: AR, AL, FL, GA, IA, ID, IN, KS, KY, MO, MS, NC, OH, OK, SC, SD, TN, TX, UT, WY.

This posting is for the August 24 training class. Shift options and training schedules may change based on business needs.

What You’ll Do

• Handle inbound phone questions and work toward fast, helpful resolutions.
• Guide members on how to get more value from HealthEquity products and services.
• Provide accurate responses using internal tools, policies, training materials, and other resources.
• Explain topics such as eligible IRS expenses, HSA investment and pricing choices, FSAs, dependent care, transportation, and claims procedures.
• Act as a member advocate by uncovering the real issue and directing people to the right resources.
• Go beyond the original question when appropriate by sharing additional useful information or services.
• Investigate policy and case details to help resolve difficult member experiences.
• Work with escalated members while following security and policy requirements.
• Complete other duties as needed.

What You Need

• High school diploma or equivalent is required; an associate degree is preferred.
• Must be at least 18 years old.
• 1 to 2 years of customer service experience is a plus.
• Comfort using Microsoft Word, Outlook, Teams, and Windows; ability to move across multiple screens and enter data efficiently.
• Strong verbal and written communication skills.
• Good judgment and problem-solving ability.
• Professional interpersonal skills with the ability to stay calm, empathetic, and respectful in difficult conversations.
• Willingness to complete written, verbal, and online assessments.
• A private, distraction-free home workspace with a closed door to protect sensitive information.
• Reliable high-speed internet of at least 10 Mbps download and 6 Mbps upload.
• Adaptability and comfort with change and uncertainty.
• Normal hearing, vision, and verbal communication abilities, with or without reasonable accommodation.
• Ability to use a telephone, headset, keyboard, and other office equipment.
• Ability to spend extended periods on the phone and work at a computer for 7 to 8+ hours per day.
• Comfort working in a setting with frequent interruptions and high call volume.
• Ability to manage stressful, time-sensitive situations and multiple deadlines.
• Reliable attendance and flexibility for changing schedules, including a yearly shift bid.
• Ability to travel onsite to Draper, Utah for training, onboarding, or other team needs with advance notice.
• Participation in occasional 360 Workspace Reviews, including brief video walkthroughs or photos, to confirm a safe and compliant remote setup.

Compensation and Benefits

The hourly pay range provided for this position is $17.00 per hour. Actual pay may vary based on job-related knowledge, education, skills, experience, and work location. Performance-based incentives are also part of the total compensation package.

• Medical, dental, and vision coverage.
• HSA contribution and matching contribution.
• Dependent care FSA match.
• At least 18 days of annual PTO and 13 paid holidays for full-time employees.
• Paid parental leave.
• 401(k) match.
• Programs focused on personal and healthcare financial literacy.
• Ongoing education support and tuition assistance.
• Gym and fitness reimbursement.
• Wellness incentive programs.

Onboarding, Travel, and Additional Terms

This remote position includes an in-person onboarding and training component. After 6 months of employment, new Member Service Specialists are expected to take part in Trailhead, HealthEquity’s immersive onboarding experience held onsite at headquarters in Utah. HealthEquity pays for required travel and accommodations.

Reasonable accommodations are available for qualified individuals with disabilities. If selected and you need an accommodation, you will be connected with the Benefits Team to begin the request process.

HealthEquity is an equal opportunity employer and welcomes candidates from all backgrounds. The company does not discriminate based on race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or other protected characteristics. It is also a drug-free workplace.

HealthEquity uses Microsoft Copilot to record and transcribe screening interviews for note-taking and summaries. By taking part in a screening interview, you consent to this transcription unless you opt out in advance by notifying your Talent Partner. If no opt-out request is received, consent is assumed.

Candidates are expected to show their authentic selves throughout the hiring process. HealthEquity values honesty, originality, and doing the right thing, even when it is not the easiest path.

Artificial intelligence may be used for resume writing, research, or interview preparation only if the information is accurate and truly reflects your qualifications. During live interviews and assessments, your responses should come from your own voice and thinking unless an exception is explicitly approved. Misuse of AI may lead to disqualification or termination if discovered later.

HealthEquity also states that applicant privacy is important and refers candidates to its privacy policies for more information.

Mission and Culture

The company’s long-term vision is to make HSAs as common and widely used as retirement accounts by 2030. HealthEquity emphasizes a culture where people matter as much as the job title and aims to help American families connect health and wealth.