This position is responsible for partnering closely with accountholders calling our contact center to provide valuable support, education, and direction on products like Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), COBRA, and others. The H&B Support Specialist will report to the H&B Support Supervisor in the ACES Accountholder and Client Experience Support Organization.
This role is responsible for supporting our customers journey through the healthcare reimbursement system. This position is challenging, fast-paced, and rewarding while delivering one superior quality experience at a time.
You will be accountable for helping accountholders understand how their healthcare reimbursement accounts work. When someone calls in with questions, you will provide friendly and helpful service, making sure the caller feels supported. You will be explaining how the benefits and policies work so accountholders know how to get the most out of their individual plans.
You will be responsible for ensuring all work is compliant with all internal quality assurance standards and technical policies and programs. You will be committed to providing the highest level of service to each caller, treating them with empathy, understanding, and respect.
Consult with accountholders to support easy navigation of the available online tools and apps for actions like checking an account balance and submitting claims. Accountable for resolving issues without management intervention to remove barriers for the member.
You will receive additional call type skills after initial training and may be cross-trained to other channels like 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 to meet member service goals and deadlines. Other duties as assigned.
Equipment Provided
If offered the position, equipment will be provided. The equipment that will be provided are:
• Docking station • Headset • Keyboard • Laptop • Monitor • Mouse • Internet speed requirements: • Upload Speed > 20 Mbps • Download Speed > 100 Mbps • Must be able to hardwire an Ethernet cable to the internet modem/router.
Quiet Work Environment
This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift.
Training Class
Training Class: Start Date: Monday, March 23, 2026 (subject to change due to business needs) Attendance is mandatory during the training period of this position. Training is paid, PTO accrues while in the training period, however PTO cannot be taken during the training period of this position. Training is six weeks. There is a product exam at the end of training. A passing score of 85 is required to continue to hold this position.
Training Schedule
Training Schedule: Shift: Monday through Friday from 10:30 a.m. CT to 7 p.m. CT (subject to change due to business needs) Pacific Time: 8:30 a.m. to 5 p.m. Mountain Time: 9:30 a.m. to 6 p.m. Eastern Time: 11:30 a.m. to 8 p.m.
Regular Schedule
Regular Schedule: Shift: Monday through Friday from 12:30 p.m. CT to 9 p.m. CT Pacific Time: 10:30 a.m. to 7 p.m. Mountain Time: 11:30 a.m. to 8 p.m. Eastern Time: 1:30 p.m. to 10 p.m.
You will have one weekday, for example, Wednesday, with Mondays excluded. You will also work Saturdays from 10:30 a.m. to 7 p.m. CT (Pacific Time), 9:30 a.m. to 6 p.m. MT (Mountain Time), and 11:30 a.m. to 8 p.m. ET (Eastern Time). Hours may change if business needs require it, and you will be notified in advance.