Retirement and Wealth - Sr. Support Specialist (Remote)

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.  Training for this position is 7 weeks. Training Schedule:

• Tier 1 Training – 3 weeks (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 1 Call Lab – 2 weeks (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)
• Tier 2 Training – 1 week (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 2 Call Lab – 1 week (Following the Regular Schedule from 11:30 a.m. CT to 8 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