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 explaining 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, for actions like checking an account balance and submitting claims.

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

• 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.

If offered the position, equipment will be provided. Equipment that will be provided are: docking station (x1), headset (x1), keyboard (x1), laptop (x1), monitor (x2), and mouse (x1).

Internet speed requirements:

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

This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift.

Training Class/Start Date: Monday, March 23, 2026 (subject to change due to business needs)

• 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.

Training Schedule/Shift: Monday through Friday from 10:30 a.m. CT to 7 p.m. CT (subject to change due to business needs)

• 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.

Regular Schedule/Shift:

• 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.

#LI-Remote

Education & Experience:

• 2+ years of experience in customer service

• 2+ years of call center experience

• No degree required

Skills & Abilities:

• 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 calls per day

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

• Excellent oral 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

Other Requirements:

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

• Occasionally lift items up to 25 pounds

• Ability to work overtime