Member Service Specialist

Our Mission

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. 
Come be part of remarkable.

Overview

How you can make a difference

The Member Services Specialist serves as a trusted advisor and advocate for HealthEquity members by delivering accurate, timely, and personalized support across multiple service channels, including phone, chat, email, and emerging digital platforms.

In an AI-enabled service environment, this role leverages technology, digital tools, and human expertise to resolve member needs, provide consultative guidance, and create exceptional member experiences. The Member Services Specialist is responsible for researching and resolving complex account issues, educating members on HealthEquity products and services, and helping members maximize the value of their healthcare savings and spending accounts.

This role requires strong critical thinking, problem-solving, adaptability, and relationship-building skills to support increasingly complex member interactions while ensuring compliance with company policies, regulatory requirements, and data privacy standards.

This is a REMOTE position, but candidates
must reside
in the following states to be considered: AR, AL, FL, GA, IA, ID, IN, KS, KY, MO, MS, NC, OH, OK, SC, SD, TN, TX, UT, WY

This Job Posting is for our two upcoming training classes:

October 19th- November 13th, 2026 (Class Closed as of October 1st)

November 2nd - November 25th, 2026

The available Shift/Training Times are in Mountain Standard Time (MST) Monday- Friday:

October 19th: (Class Closed)
Schedule (MT)Training Schedule (MT)11:30am-8:00pm11:00am-8:00pm

November 2nd: Schedule (MT)Training Schedule (MT)

8:30am - 5:00pm

8:00am - 5:00pm

9:00am - 5:30pm

8:00am - 5:00pm

9:30am - 6:00pm

8:00am - 5:00pm

10:00am - 6:30pm

10:00am - 7:00pm

10:30am - 7:00pm

10:00am - 7:00pm

11:30am - 8:00pm

11:00am - 8:00pm

Shift schedules are assigned on a first-come, first-served basis and will be confirmed upon offer acceptance. Schedules are subject to change based on business needs.

What you’ll be doing

Member Experience & Resolution

• Deliver exceptional member experiences as measured through customer satisfaction, quality, service assurance, compliance, and operational performance metrics.
• Respond to member inquiries through phone, chat, email, and other supported communication channels.
• Research, analyze, and resolve member inquiries accurately and efficiently while adhering to established policies, procedures, and security requirements.
• Take ownership of member issues from initial contact through resolution, ensuring a seamless and positive experience.
• Exercise sound judgment when evaluating member situations and determining appropriate solutions.
• Partner with internal teams to resolve issues requiring cross-functional collaboration.

Member Advocacy & Consultative Support

• Serve as a trusted advocate by identifying underlying member needs and guiding members to appropriate products, resources, and solutions.
• Build trust and rapport through professional, compassionate, and solution-oriented interactions.
• Consult with members to help them maximize the value of HealthEquity products, improve financial outcomes, and fully utilize available benefits.
• Anticipate future member needs and proactively educate members on available resources, self-service options, and account features.
• Promote member confidence and engagement through personalized support and education.

Product Expertise & Education

Educate members on HealthEquity products and services, including:

Health Savings Accounts (HSA)

Flexible Spending Accounts (FSA)

Dependent Care Accounts

Transportation and Commuter Benefits

COBRA

Claims Processing

Reimbursement Programs

Investment and contribution opportunities

Other tax-advantaged benefit programs

• Maintain knowledge of IRS regulations, compliance requirements, and program guidelines that impact member accounts.
• Continuously expand expertise across HealthEquity products, systems, and service offerings.

AI & Digital Enablement

• Utilize AI-enabled tools, knowledge resources, automation platforms, and digital support technologies to improve service quality, efficiency, and member outcomes.
• Apply critical thinking and human judgment when interpreting recommendations provided by AI-assisted tools.
• Assist members in navigating digital resources and self-service capabilities.
• Identify opportunities to improve member experiences through increased adoption of digital solutions.

Operational Excellence

• Utilize multiple systems, platforms, tools, and resources simultaneously to provide accurate information and maintain account records.
• Maintain a high level of accuracy, productivity, quality, and compliance in all member interactions.
• Protect member information and safeguard confidential data in accordance with company policies and regulatory requirements.
• Adapt successfully to changing processes, products, systems, technologies, and business priorities.

Team Contribution

• Share knowledge and best practices with teammates.
• Assist peers with questions and routine escalations.
• Contribute to a collaborative and positive team environment.
• Participate in training, coaching, and continuous learning opportunities.
• Support organizational initiatives focused on service excellence, member experience, and operational improvement.
• Other duties as assigned.
• Click here to learn more.
• What you will need to be successful

Education & Experience

• Must be 18 years of age or older
• High school diploma or equivalent required.
• Associate degree preferred.
• 2 or more years of customer service, member services, benefits administration, healthcare, financial services, banking, or related experience preferred.
• Experience supporting members in a contact center or service environment is beneficial but not required.
• Manage high volume of inbound calls and navigate complex, time sensitive situations. May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
• Proficiency with Microsoft Word, Outlook, Teams and Windows operating systems) is required. Able to navigate multiple computer screens and enter data
• Must be able to take written, verbal and online assessments.
• Must have a secure location to work at home without distraction behind a closed door to protect sensitive information
• Must have a stable, high speed internet connection for handling calls without interruption of at least 10mbps down and 6mbps up
• Knowledge, Skills & Abilities Required
• Strong verbal and written communication skills.
• Exceptional customer service and member advocacy skills.
• Strong critical thinking, problem-solving, and decision-making abilities.
• Ability to establish trust and build positive relationships with members.
• Ability to manage complex member situations with professionalism and empathy.
• Ability to navigate multiple systems, applications, and information sources simultaneously.
• Strong organizational skills and attention to detail.
• Ability to learn and support multiple products, service channels, and business processes.
• Adaptability and comfort working in a rapidly evolving environment.
• Ability to manage confidential information and maintain data security standards.
• Demonstrated ownership, accountability, and follow-through.
• Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.
• Be able to come onsite to our Draper, Utah location for trainings, onboarding, or other team needs, with advance notice.
• Ability to perform work at a computer station for 7-8+ hours a day and function in an environment with frequent interruptions is required.
• Interactions, de-escalating concerns and ensuring a positive member experience.
• Maintain predictable and reliable attendance, with the ability to adapt to changing work schedules including participating in a sh