Customer Support Specialist - Flexible Spending (Remote)

NFP•Telecommuter, MA

4d•Remote

About The Position

The Customer Support Specialist supports and serves participants, clients, and brokers with their pre-tax benefit needs. This person will help to administer flexible spending accounts (FSA’s), health reimbursement arrangements (HRA’s), health savings accounts (HSA’s) and commuter benefits. This position is perfect for you if you enjoy helping others. We’re looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.

Requirements

Associates Degree or equivalent experience
1-3 years of experience using in the HCM field or using a SaaS web-based application
Proficient PC Skills (Microsoft Office, Excel, Outlook)

Nice To Haves

1-3 years in an Account Management-type role preferred
Track record as an enthusiastic team player with proven ability to prioritize, multi-task
A passion to make customers and coworkers feel important and valued
Ethical Conduct
Analytical skills
Attention to detail
Customer service experience
Professional communication skills
Ability to work independently
Flexible
Ability to make decisions utilizing sound judgment
Must be able to cope in fast-paced, demanding environment managing sensitive, confidential issues
Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule; have solid research and follow-up skills

Responsibilities

Field incoming emails and phone calls with courteousness, professionalism, and accuracy.
Provide first-tier technical support to participants, brokers and clients as well as assist with account questions.
Provide excellent customer service with an ability to be knowledgeable, patient, compassionate and resourceful.
Evaluate, troubleshoot, and follow-up on participant and client issues while documenting all interactions and expediting issues to appropriate team members when necessary.
Process daily transactions and changes promptly and accurately.
Work with the new customer on-boarding team to balance the work flow.
Answer and return all inquiries in a timely manner.
Understand and apply all confidentiality guidelines.
Continually gain knowledge of relative compliance topics and better understanding of our products, services, systems and processes; their features and functionality.
Generate customer satisfaction and build long term relationships.