Member Service Specialist I

Our Mission

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS.  Come be part of remarkable.
Overview
How you can make a difference

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

- November 2nd - November 25th, 2026

The available Shift/Training Times are in Mountain Standard Time (MST) Monday- Friday:
October 19th:
Schedule (MT)Training Schedule (MT)11:30am-8:00pm11:00am-8:00pm November 2nd:
Schedule (MT)Training Schedule (MT) 8:30am - 5:00pm 8:00am - 5:00pm 9:00am - 5:30pm 8:00am - 5:00pm 9:30am - 6:00pm 8:00am - 5:00pm 10:00am - 6:30pm 10:00am - 7:00pm 10:30am - 7:00pm 10:00am - 7:00pm 11:30am - 8:00pm 11:00am - 8:00pm 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. What you’ll be doing

- 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.

Click here to learn more.
What you will need to be successful

- High school diploma or equivalency required. Associates degree, preferred.

- 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, visio