Health & Benefits - Call Center Agent / Customer Service Representative / Support Specialist (Remote) (General Consideration)

• You will be accountable for helping accountholders understand how their healthcare reimbursement accounts work. When someone calls in with questions you will provide friendly and helpful service making sure the caller feels supported. You will be explain ing how the benefits and policies work so accountholders know how to get the most out of their individual plans.

• You will be responsible for ensuring all work is compliant with all internal quality assurance standards and technical policies and programs.

• You will be committed to providing the highest level of service to each caller treating them with empathy understanding and respect .

• Consult with accountholders to support easy navigation of the available online tools and apps f or actions like checking an account balance and submitting claims.   

• Accountable for resolving issues without management intervention to remove barriers for the member .  

• You will receive additional call type skills after initial training and may be cross trained to other channels (like chat email or text) on a later date according to business need.

• Accountable to protect sensitive member information with discretion and adhere to all compliance rules and regulations.

• Responsible for all levels of member engagement while prioritizing effectively to meet member service goals / deadlines.  

• Other duties as assigned.

• Upload Speed: >20 Mbps
• Download Speed: >100 Mbps
• Must be able to hardwire ethernet cable to internet modem/router.

• Attendance is mandatory during the training period of this position (training is paid PTO accrues while in the training period; however PTO cannot be taken during the training period of this position).
• Training is six weeks. There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position.

• Pacific Time: 8:30 a.m. to 5 p.m.
• Mountain Time: 9:30 a.m. to 6 p.m.
• Eastern Time: 11:30 a.m. to 8 p.m.

• Your regular hours are Monday through Friday from 12:30 p.m. CT to 9 p.m. CT
  • Pacific Time: 10:30 a.m. to 7 p.m.
  • Mountain Time: 11:30 a.m. to 8 p.m.
  • Eastern Time: 1:30 p.m. to 10 p.m.
• You will have one weekday (for example Wednesday) with Mondays excluded .
• You will also work Saturdays from 10:30 a.m. to 7 p.m. CT
  • Pacific Time: 8:30 a.m. to 5 p.m.
  • Mountain Time: 9:30 a.m. to 6 p.m.
  • Eastern Time: 11:30 a.m. to 8 p.m.
• Hours may change if business needs require it and you'll be notified in advance.

• 2+ years of experience i n customer service

• 2+ years of call center experience

• No degree required

• 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    

• Able to connect with accountholders on a human level and assist them as needed

• Basic understanding of medical / reimbursement terminology preferred

• Can work in a fast-paced environment taking up to 50 call s per day

• Ability to de-escalate and handle member issues without utilizing a supervisor

• Excellent o ral 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

• Prolonged periods of sitting at a desk and working on a computer  

• Occasionally lift items up to 25 pounds

• Ability to work overtime

What We Do

Inspira Financial provides health wealth retirement and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients representing over $62 billion in assets Inspira works with thousands of employers plan sponsors recordkeepers TPAs and other institutional partners — helping the people they care about plan save and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services health savings accounts emergency savings funds custody services and more. Learn more at inspirafinancial.com.

Why Work With Us

Inspira Financial is a leading financial services company offering specialized financial wellness solutions to employers institutions advisors and individuals.

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