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

Support SpecialistThe 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 programsConsult 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 needAccountable to protect sensitive member information with discretion and adhere to all compliance rules and regulationsResponsible for all levels of member engagement, while prioritizing effectively meeting member service goals / deadlines.Other duties as assignedEducation & Experience:High School Diploma or equivalent requiredBachelor's degree preferred0-2 years of experience in customer service/call center required1+ years of experience in financial services industry preferredSkills & 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) preferredFamiliarity with Salesforce/Service Cloud preferredBilingual language skills preferredEnergetic client service focused who is both accountable and reliableAbility to learn and retain information while using a digital workflow to navigate the interaction and toolsAbility to connect with accountholders on a human level and assist them as needed with patience and empathyAbility to work in a fast-paced, high-volume environment, taking up to 50 calls per dayPossesses strong written, keyboarding, and verbal communication skillsAbility to apply relationship building skills to internal and external clientsStrong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of productsStrong 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 SkillsDetail-oriented, organized, and dependablePossess a cheerful attitude and be able to perform well in a collaborative team environmentOther Requirements:Ability to work overtime when neededProlonged periods of sitting at a desk and working on a computer