Member Service Specialist I

Company Mission and Overview

We are dedicated to saving and enhancing lives by empowering healthcare consumers. Join us in this meaningful endeavor.

Role Summary

Operating fully from home, this role involves handling a high volume of inbound customer calls regarding our various spending account products. The position requires educating customers on IRS rules, account types, claims, and reimbursements to maintain positive client relationships.

Applicants must reside in one of the following states: Arkansas, Alabama, Florida, Georgia, Iowa, Idaho, Indiana, Kansas, Kentucky, Missouri, Mississippi, North Carolina, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, or Wyoming.

Key Responsibilities

• Respond promptly to customer inquiries via phone and research issues to ensure timely resolution.
• Offer guidance and education to members to optimize their use of products and services.
• Accurately relay information in alignment with company standards utilizing appropriate tools and resources.
• Provide detailed information on HealthEquity products including eligible IRS expenses, Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Dependent Care, Transportation benefits, and claims processing protocols.
• Advocate for customers by identifying needs and connecting them with suitable programs and resources.
• Build rapport by exceeding initial customer inquiries and assisting with additional information and services.
• Investigate issues and company policies to resolve negative experiences efficiently.
• Handle escalated customer concerns professionally while complying with security and policy guidelines.
• Perform other related duties as needed.

Qualification and Requirements

• High school diploma or equivalent required; Associate’s degree preferred.
• Minimum age of 18 years.
• One to two years of customer service experience preferred.
• Proficient with Microsoft Word, Outlook, Teams, and Windows OS; able to manage multiple computer screens and data entry.
• Excellent verbal and written communication capabilities.
• Strong problem-solving and decision-making aptitude.
• Exceptional interpersonal skills, able to communicate empathetically and professionally, especially in difficult or escalated situations.
• Capability to complete written, verbal, and online assessments.
• Ability to maintain a secure, distraction-free home workspace with closed-door privacy to protect sensitive data.
• Reliable high-speed internet connection (minimum 10 Mbps download, 6 Mbps upload) for uninterrupted call handling.
• Adaptability and a positive attitude toward change and ambiguity.
• Normal hearing, vision, and verbal communication ability (with or without accommodations).
• Willingness to participate in occasional workspace reviews via brief video/photo check-ins to ensure compliance and safety.
• Capacity to use telephone, headset, keyboard, and other office equipment effectively.
• Comfortable spending long periods daily on phone communications.
• Ability to attend onsite training and onboarding in Draper, Utah with advance notice.
• Ability to work at a computer for 7-8+ hours daily in an environment with frequent interruptions.
• Manage large volumes of inbound calls and handle high-stress, time-sensitive situations professionally.
• Skilled in de-escalation and fostering positive member interactions.
• Maintain consistent attendance and flexibility to evolving work schedules and participate in annual shift bidding.

Compensation

Starting salary is $17.00 per hour. Actual compensation depends on relevant knowledge, education, skills, experience, and work location. Eligible for performance-based incentives as part of the comprehensive compensation package.

Benefits and Perks

• Medical, dental, and vision insurance.
• Health Savings Account (HSA) contributions and matching.
• Dependent Care Flexible Spending Account (FSA) matching.
• At least 18 days of annual paid time off and 13 paid holidays for full-time employees.
• Paid parental leave.
• 401(k) retirement plan with employer match.
• Financial literacy programs for personal and healthcare finances.
• Ongoing educational and tuition support.
• Gym and fitness reimbursement programs.
• Wellness program incentives.

Onboarding and Training

This remote role includes an in-person onboarding session and training at our Utah headquarters. After six months, new team members participate in Trailhead, an immersive orientation experience to integrate with the company culture and deepen business understanding. All required travel and accommodations are covered by the company.

Additional Information

HealthEquity emphasizes inclusivity and equal opportunity employment without discrimination. The workplace is drug-free. Candidates will undergo thorough privacy and compliance processes, including possible transcription of interviews via AI tools, with options to opt out.

Our hiring process values authenticity, honesty, and fairness. Use of AI tools for resume preparation is permitted, but live interview responses and assessments must reflect personal work and thoughts to ensure fairness and individual expression.

Privacy protections for applicants are rigorously maintained, in line with company policies.