Client Service Consultant II

 

Overview:

We are

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CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

How you can make a difference

This position is responsible for consulting with Luum clients, to deliver remarkable service, working through client service portals. Successful team members will operate in a fast paced case work and client portal relationship driven service environment. The Client Service Consultant II is the primary point of contact for all initial client and member inquires for Luum assigned and unassigned accounts. They are responsible for building trust and deepening relationships with Luum product clients as well as supporting the day-to-day operations for Luum clients and members. The goal is to help all clients understand Luum’s product offering, and capabilities based on the configuration of a clients commute hub.

The Client Services team is the heart and primary contact for Client inquiries regarding the administration of their Health Savings, Reimbursement and Cobra plans. Team members within Client Services are valued and respected as they are equipped with the knowledge to assist not only client but other internal team members. We're looking at candidates that can accomodate a Pacific or Mountain time zone for work hours.

What you’ll be doing

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  Consistently deliver remarkable service as measured through through chat and email Client Customer Satisfaction Survey Results, Client NPS, Case Resolution Timeframes along with internal Service Assurance Quality Scores.
• Operating in a fast-paced email and client portal relationship driven service environment.
• As a Client Service Consultant II your expected to fill all the duties of a client’s relationship manager through primary through the client service portal and email correspondence.
• The ability to learn and support clients on multiple platforms; Classic; V5 & Complink and have in-depth knowledge on all HealthEquity product offerings; HSA, FSA, HRA, Commuter, COBRA, and other employee savings plans.
• As a Client Service Consultant your expected to fill all the duties of a client’s relationship manager via a phone and email queue service model.
• Client Services Consultant II team members are expected to have indepth knowledge on multiple platforms and have the ability to support our team and clients & brokers by taking on additional responsibilities or an additional role. Examples would be; Case Management Team, Escalation Team, ADP Partnership, CS Enhanced Services, other broker/partnership models and other speciality teams that may be developed.
• Serves as a tier of peer support thru chat or other channels, providing accurate information to support Client inquires.
• May handle escalated Client inquiries that are moderately complex that will require follow-up. Issues typically require research and investigation as well as in-depth knowledge of HealthEquity services, policies and procedures.
• Leverages resources effectively (Salesforce, Scoop, Sharepoint, etc.) on every call or email correspondence in order to ensure correct information is consistently being provided to every client.

What you will need to be successful

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  1-2 years as a Client Services Consultant and/or extensive experience servicing clients or brokers in a customer service role
• High school diploma or GED required
• We're looking at candidates that can accomodate a Pacific or Mountain time zone for work hours.
• Previous experience working in banking, a financial institution or healthcare is an asset.
• Successfully completes training to become proficient in the delivery of tax-advantaged spending and saving accounts and health care programs that include but are not limited to flexible spending accounts, dependent care, tuition assistance, adoption reimbursement, transit and parking programs, tuition assistance, COBRA, and health spending accounts.
• Exceptional ability to build trust and communicate with clients to fully meet their plan administration needs.
• Ability to navigate various computer applications.
• Ability to meet adherence to schedule expectations and case work production expectations.
• Strong ability to maintain a high level of accuracy and proficiency in all aspects of a clients plan administration needs. (A little perfectionism doesn’t hurt).
• Highly motivated with the ability to work as a team player and as an individual contributor. (Love those overachievers)
• Ability to apply independent judgement (at times) to client issue resolution
• Must have experience supporting client/brokers on multiple platforms and products offered across the organization.
• Ability to partner with all internal teams that help us drive the client experience, i.e. finance, client operations, sales, contracts team, compliance etc.

#LI-Remote

This is a remote position.

Salary Range: $19.75 To $28.50 / hour Benefits & Perks:

The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Full-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per year
• Adventure accounts
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Come be your authentic self:

Why work for HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.

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