The 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 programs
• Consult 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 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 meeting member service goals / deadlines.
• Other duties as assigned