The Sr. Support Specialist is responsible for ownership of additional
communications channels with accountholders or members who reach our contact
center primarily through email, chat, or text. The role provides valuable
advanced-level support and education on products like Flexible Spending Accounts
(FSA), Healthcare Savings Accounts (HSA), COBRA (H&B) or Automatic
Rollover/Direct Rollover plans (R&W). The Sr. Support Specialist will typically
handle more complex or delicate issues,including time sensitive or escalated
cases.
The role also assumes the primary responsibility of interacting with all the
necessary internal Inspira departments to resolve client requests or answer any
inquiries related to their account activity and investments. Through excellent
verbal and written communications, the individual in this position develops,
strengthens, and maintains a positive relationship with our clients and firm
associates.
The Sr. Support Specialist also assists other senior members of the ACES
Department in developing and updating internal Policies and Procedures. This
role involves assisting Team Leads and Managers with mentoring new team members
as well as supporting all staff on any new applications or tools. A Sr. Support
Specialist is a Subject Matter Expert (SME) in all areas of their division at
Inspira.
Duties & Responsibilities:
Respond and resolve incoming and outgoing accountholder emails, chats, voice
calls, or texts.
Manage escalated client situations and assist Managers with following up with
accountholders.
Understand and be able to articulate processes, timelines, and next steps
with accountholder with clear, common language
Strong ability to troubleshoot issues related to completing required forms
and assisting with online guidance.
Ability to provide feedback and recommendations on processes and technology
to our internal teams, both written and orally
Assist with mentoring new Support Specialists
Assist with supporting Support Specialists on new applications and tools
Provide support and assistance to Support Specialists, Team Leads, and
Managers as needed.
Provide feedback and suggestions to the training team
Showcase alignment with our company values in every interaction with
accountholders and team members
Participate in pilots, UAT, and other new programs as needed
Other duties as assigned
The typical schedule for this position is Monday through Friday, from 9:30 a.m.
CT to 6 p.m. CT or 10:30 a.m. CT to 7 p.m. CT.
Qualifications
Education & Experience:
High School Diploma or equivalent required
Bachelor’s degree preferred
2-4 years of experience in customer service/call center required
3+ years of experience in financial services industry preferred
Skills & Abilities:
Knowledge and experience with health reimbursement accounts such as Flexible
Spending Accounts (FSA), Healthcare Savings Accounts (HSA), and COBRA (H&B)
required OR knowledge and experience with retirement accounts and IRS rules
and regulations (R&W) required
Experience with Salesforce/Service Cloud required
Bilingual language skills are preferred.
Ability to work in a high-volume environment, support multiple channels –
email, chat, voice and/or text.
Possesses expert written and verbal communication skills.
Detail-oriented, organized, and dependable -- these are small teams,
dependability and accountability are key!
Energetic, client service focused individualwho consistently demonstrates
patience and empathy
Ability to apply relationship building skills to internal and external
clients.
Proactive approach to resolving issues.
Active Listening Skills
Takes accountability with great follow through skills.
Ability to solve complex issues, both independently and in a collaborative
team environment with a focus on FCR (first call resolution)
Strong computer aptitude; proficient in Microsoft suite of products,
keyboarding of 50 WPM+
Strong problem-solving skills and ability to multi-task and ability to
navigate several systems simultaneously to support servicing the client.
Ability to maintain the highest quality of service and professionalism.
Possess a cheerful outlook and be able to perform well in a collaborative
team environment.
Other Requirements:
Ability to work overtime when needed.
Prolonged periods of sitting at a desk and working on a computer