Customer Service Representative

Customer Service Representative

We are seeking a Customer Service Representative to support customers with Health Savings Accounts (HSAs) offered through employer-sponsored benefit plans. This role will serve as a primary point of contact for customers and internal business partners, providing clear and accurate assistance with account-related inquiries. The representative will help customers navigate various HSA services, resolve account issues, and provide guidance while maintaining strict adherence to authentication, risk, and operational procedures. The ideal candidate will have strong customer service, communication, problem-solving, and multitasking skills, with the ability to navigate multiple systems while delivering an exceptional customer experience.

Key Responsibilities

• Provide customers and internal business partners with clear, complete, and accurate responses to questions and inquiries.
• Assist customers with Health Savings Account-related requests, including: filing claims, ordering or replacing debit cards, password resets, suspending lost or stolen cards, locating account statements, general account and product inquiries.
• Deliver effective and efficient operational support to internal business partners and external customers.
• Authenticate customers accurately before accessing or discussing account information.
• Follow established policies, procedures, and regulatory requirements to protect customer information and manage risk.
• Proactively identify and escalate potential risks, unusual activity, or account issues when appropriate.
• Navigate multiple applications, systems, and tools to research customer accounts and determine appropriate resolutions.
• Review applicable policies and procedures to provide accurate information regarding products and services.
• Research and resolve customer account issues efficiently while maintaining a high level of accuracy.
• Maintain professionalism and empathy when handling customer questions, concerns, and escalations.
• Support a positive customer experience by demonstrating passion, commitment, and accountability.
• Maintain appropriate documentation and follow established operational procedures.
• Collaborate effectively with internal teams and business partners to resolve customer issues.

Required Qualifications

• High school diploma or equivalent required; additional education or relevant experience preferred.
• Previous customer service, call center, banking, financial services, healthcare benefits, or account servicing experience preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving and research abilities.
• Strong attention to detail and accuracy when handling customer and account information.
• Ability to authenticate customers and consistently follow established policies and procedures.
• Ability to manage confidential customer information appropriately.
• Comfortable working with multiple applications, systems, and tools simultaneously.
• Ability to work effectively in a fast-paced, customer-focused environment.
• Strong organizational and multitasking skills.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually as applicable.