Client Service Consultant III [United States]

 

Overview:

We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

How you can make a difference

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The Client Services team is the heart and primary contact for Client inquiries regarding the administration of their Luum Accounts. Team members within Client Services are valued and respected as they are equipped with the knowledge to assist not only clients but other HealthEquity team members. Client Services team members build strong, lasting relationships with clients by understanding their company’s needs and concerns. This team takes the lead in providing a delightful experience for every person who contacts HealthEquity via our education center.

This position is responsible for consulting with HealthEquity clients to deliver remarkable service measured through Client NPS, Customer Satisfaction Results, Case Turnaround Times along with internal Service Assurance scores. Successful individuals will operate in a fast-paced phone, email, case work and relationship driven service environment.

What you’ll be doing

• Consistently deliver remarkable service as measured through Client NPS, Customer Satisfaction Survey Results, Case Resolution Timeframes along with internal Service Assurance Quality Scores.
• Operating in a fast-paced phone and email relationship driven service environment.
• As a Client Service Consultant III your expected to fill all the duties of a client’s relationship manager through primary phone interactions and email correspondence.
• Client Services Consultant III team members are expected to support clients within the specialty team support structure.
• Supports other teammates through Teams and other help requests.
• Leverages resources effectively on every call and when resolving cases to ensure correct information is consistently being provided to every client.
• Interacts proactively with clients frequently on a 1:1 basis for their most complex inquiries; file issues, contract renewals and special processing,
• Desire to continually learn and improve your knowledge by utilizing continuous training that is provided.
• Consistently educating clients when appropriate to maximize use of all HealthEquity products and service offerings.
• Anticipate future needs of the client by educating on self-service options that are available to them.
• Takes ownership of individual daily performance, is open to feedback to improve and owns development plan progression.

What you will need to be successful

• 
  2-3 years in a Client Services Consultant I & II and/or extensive experience servicing clients or brokers in a customer service role
• High school diploma or GED required
• Previous experience working in transportation, urban planning, banking, a financial institution or healthcare is an asset.
• Exceptional ability to build trust and communicate with clients to fully meet their plan administration needs.
• Act in accordance with the policies and values.
• Ability to navigate various computer applications.
• Ability to meet adherence to schedule expectations and case work expectations.
• Strong ability to maintain a high level of accuracy and proficiency in all aspects of a clients plan administration needs.
• Highly motivated with the ability to work as a team player and as an individual contributor.
• Willingness to learn and support multiple 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: $22.00 To $31.75 / 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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