Member Service Specialist I

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
• November 2nd - November 25th, 2026 The available Shift/Training Times are in Mountain Standard Time (MST) Monday- Friday: October 19th: 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 shift bid on a yearly basis, and evolving business needs. Knowledge, Skills & Abilities Preferred
• Healthcare consumer-directed benefits experience.
• HSA, FSA, COBRA, or benefits administration knowledge.
• Banking or financial services experience.
• Experience utilizing AI-enabled or digital support tools.
• Experience supporting members across multiple service channels. #LI-Remote This is a remote position. Salary Range $20.00 / hour

Benefits & Perks

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
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives Onboarding & Travel This is a remote role, with an in-person onboarding training component. New Member Services Specialists whom have been in employed with us for 6 months must participate in Trailhead, HealthEquity’s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters in Utah. HealthEquity covers all required travel and accommodations. HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our

Benefits

Team so you can begin the accommodation request process. Why work with 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. You belong at HealthEquity! HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees 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 uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent
• Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot’s AI technology recording and transcribing your interview with your Talent
• Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent
• Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot. At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together. As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity. HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.