Member Service Specialist I

HealthEquity•Remote,

3d•Remote

About The Position

While working from the confines of your home, this position will be responsible for maintaining positive customer relationships by responding to a high volume of incoming customer inquiries via phone regarding all of HealthEquity's(HQY) spending account products. Proactively provide information and education to customers about IRS regulations and various spending accounts, claims processing and reimbursement procedures. 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. This Job Posting is for our two upcoming training classes: October 19th- November 13th, 2026 and November 2nd - November 25th, 2026. The available Shift/Training Times are in Mountain Standard Time (MST) Monday- Friday: October 19th: Shift is 11:30am- 8:00pm(MST) November 2nd: Shifts will be between 5:00am-8:00pm(MST). Shift schedules are assigned on a first-come, first-served basis and will be confirmed upon offer acceptance. Schedules are subject to change based on business needs.

Requirements

High school diploma or equivalency required.
Must be 18 years of age or older
Two plus years of Customer service in a call center environment experience
Manage high volume of inbound calls and navigate complex, time sensitive situations. May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
Proficiency with Microsoft Word, Outlook, Teams and Windows operating systems) is required. Able to navigate multiple computer screens and enter data
Strong oral and written communication skills
Strong problem solving and decisions making skills
Impeccable soft skills and interpersonal skills. Able to communicate empathetically, positively and professionally in challenging or escalated situations.
Must be able to take written, verbal and online assessments.
Must have a secure location to work at home without distraction behind a closed door to protect sensitive information
Must have a stable, high speed internet connection for handling calls without interruption of at least 10mbps down and 6mbps up
Someone who is adaptable and who embraces change and ambiguity
Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.
Must be able to use a telephone and 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
Be able to come onsite to our Draper, Utah location for trainings, onboarding, or other team needs, with advance notice.
Ability to perform work at a computer station for 7-8+ hours a day and function in an environment with frequent interruptions is required.
Interactions, de-escalating concerns and ensuring a positive member experience.
Maintain predictable and reliable attendance, with the ability to adapt to changing work schedules including participating in a shift bid on a yearly basis, and evolving business needs.

Nice To Haves

Associates degree, preferred.

Responsibilities

Research and respond to phone inquiries from our customers to ensure timely resolution of issues.
Educate members when appropriate to maximize use of products and services.
Consistently provide accurate information to customer inquiries in accordance with HealthEquity's (HQY) inquiry accuracy standards by prioritizing and utilizing appropriate tools, resources, internal communications, and training materials.
Educate customers on HealthEquity products such as eligible IRS expenses, Health Savings Accounts (HSA) investment and pricing options, Flexible Spending Accounts (FSA), Dependent Care, Transportation and claims processing procedures.
Serve as a customer advocate by identifying underlying customer needs and guiding them to appropriate programs and resources.
Establish rapport by offering information and services beyond the customer’s initial inquiry.
Research issues and policies to effectively resolve negative member experiences as needed.
Communicate with escalated members to understand their issue and work through resolution while remaining compliant with established security and policy practices.
Other duties, as assigned.

Benefits

Medical, dental, and vision
HSA contribution and match
Dependent care FSA match
Full-time team members receive a minimum of 18 days of annual 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