The Support Specialist is responsible for responding directly to accountholder or member inquiries who reach our contact center. The role provides valuable support, education, and direction on products like Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), COBRA (H&B)) or Automatic Rollover/Direct Rollover plans (R&W).The Support Specialist handles a daily high call volume and also assumes the primary responsibility of interacting with all the necessary internal Inspira departments to resolve accountholder requests or answer any inquiries related to their account activity. The role is expected to develop, strengthen, and maintain a positive relationship with our accountholders and firm associates.
Duties & Responsibilities:
- Respond and resolve accountholder inquiries who reach our contact center;help accountholders understand how their Inspira Financial accounts work; provide friendly and helpful service, making sure the caller feels supported; explain how the benefits and policies work, so accountholders know how to get the most out of their individual plans. Provide the highest level of service to each caller, treating them with empathy, understanding, and respect.
- Ensure all work is compliant with internal quality assurance standards and technical policies and programs
- Consult with accountholders to support easy navigation of the available online tools and apps, for actions like checking an account balance, distributions, and submitting claims.
- Accountable for resolving issues without management intervention to remove barriers for the accountholder.
- May receive additional call type skills after initial training and may be cross trained to other contact channels (such as 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 meeting member service goals / deadlines.
- Other duties as assigned
Education & Experience:
- High School Diploma or equivalent required
- Bachelor’s degree preferred
- 0-2 years of experience in customer service/call center required
- 1+ years of experience in financial services industry preferred
Skills & Abilities:
- Familiarity with health reimbursement accounts such as Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), and COBRA (H&B) preferred OR Familiarity with retirement accounts and IRS rules and regulations (R&W) preferred
- Familiarity with Salesforce/Service Cloud preferred
- Bilingual language skills preferred
- Energetic client service focused who is both accountable and reliable
- Ability to learn and retain information while using a digital workflow to navigate the interaction and tools
- Ability to connect with accountholders on a human level and assist them as needed with patience and empathy
- Ability towork in a fast-paced, high-volume environment, taking up to 50 calls per day
- Possesses strong written, keyboarding, and verbal communication skills
- Ability to apply relationship building skills to internal and external clients
- Strong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products
- Strong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder.
- Proactive approach to resolving issues.
- Active Listening Skills
- Detail-oriented, organized, and dependable
- Possess a cheerful attitude and be able to perform well in a collaborative team environment
Other Requirements:
- Ability to work overtime when needed
- Prolonged periods of sitting at a desk and working on a computer