Customer Service Representative

Position Summary

Health Benefits Solutions serves consumers with Health Savings Accounts offered as part of employer-sponsored benefit plans. The team provides consumers with clear information on their accounts and guides them through various inquiries, including, but not limited to, filing a claim, ordering debit cards, password resets, suspending lost/stolen cards, and locating statements.

Key Responsibilities

• Provide clients and/or internal partners with clear, complete, and accurate responses to their questions and inquiries at the point of call.
• Deliver quality service by providing effective and efficient operations support for the assigned area's internal business partners and/or external customers and potential clients.
• Manage risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying and escalating potential risks.
• Navigate through multiple applications and tools to understand policies and procedures, gain clarity on various products and services, research issues, and resolve client account concerns.
• Display passion, commitment, and deliver an experience that improves customers' financial lives.

Training Schedule

• Monday through Friday
• 9:00 AM – 5:30 PM EST
• After training, employees will transition to the shift selected at the time of offer.

Available Shifts (EST)

• Monday, Tuesday, Wednesday & Saturday: 6:00 AM – 4:30 PM
• Monday, Thursday, Friday & Saturday: 6:00 AM – 4:30 PM
• Monday, Tuesday, Friday & Saturday: 8:00 AM – 6:30 PM
• Monday, Tuesday, Wednesday & Saturday: 8:00 AM – 6:30 PM
• Monday, Thursday, Friday & Saturday: 9:00 AM – 7:30 PM
• Monday, Tuesday, Wednesday & Saturday: 9:00 AM – 7:30 PM
• Monday, Thursday, Friday & Saturday: 10:00 AM – 8:30 PM
• Monday, Tuesday, Wednesday & Saturday: 10:00 AM – 8:30 PM
• Monday, Tuesday, Friday & Saturday: 10:30 AM – 9:00 PM
• Monday, Thursday, Friday & Sunday: 6:00 AM – 4:30 PM
• Monday, Wednesday, Thursday & Sunday: 6:00 AM – 4:30 PM
• Monday, Tuesday, Wednesday & Sunday: 8:00 AM – 6:30 PM
• Monday, Wednesday, Thursday & Sunday: 9:00 AM – 7:30 PM
• Monday, Thursday, Friday & Sunday: 9:00 AM – 7:30 PM
• Monday, Thursday, Friday & Sunday: 10:00 AM – 8:30 PM
• Monday, Tuesday, Wednesday & Sunday: 10:00 AM – 8:30 PM
• Monday, Tuesday, Wednesday & Sunday: 10:30 AM – 9:00 PM

Required Qualifications

• Minimum 2 years of customer service experience.
• Strong attendance and reliability are essential.
• Ability to navigate between multiple screens and systems while keeping clients engaged and accurately documenting information.
• Proficiency with MS Outlook, Word, and PowerPoint.
• Ability to work effectively in a fast-paced, high-call-volume, constantly changing call center environment.
• Strong communication skills, grammar, and the ability to communicate professionally with management, peers, and clients.
• Excellent customer service skills with the ability to resolve and de-escalate difficult situations respectfully and professionally.
• Positive attitude with a willingness to receive coaching and continuously improve.
• Ability to handle confidential and sensitive information responsibly.
• Self-motivated, ambitious, and dependable.

Important Expectations

• Professional business casual attire is required, including during interviews.
• Attendance and punctuality are critical. Employees must follow the proper call-out procedures and communicate with supervisors appropriately.
• It is recommended not to schedule time off during the training period.
• Candidates must be able to work in a virtual setting while onsite during training.
• Personal items such as blankets should not be brought to the workplace.
• Cell phone usage is limited to designated areas and approved times.

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)

About Us:

Collabera is a leading Digital Solutions company providing software engineering solutions to the world’s most tech-forward organizations. With more than 25 years of experience, we have hired over 17000 employees across 60+ offices globally and currently place 10000+ professionals annually to support critical IT engagements at more than 500 client sites, 80% being the Fortune 500. {and 59% of the Fortune 50 (could use either stat)}

With Collabera, you

• Will get to work on numerous challenging and exciting projects, including UI/UX transformation, Blockchain, AI/Data Science, Cloud migrations, Cyber-Security and Engineering.

• At Collabera you have 80% chances of project extension or redeployment to other clients

• Will have endless opportunities to learn new technologies through our inhouse Training arm – Cognixia.