Job Description
Join arenaflex, a leading provider of health, wealth, retirement, and benefits solutions, as a Health & Benefits Customer Service Representative / Call Center Agent. As a key member of our ACES (Accountholder and Client Experience Support) Organization, you will play a vital role in delivering exceptional customer experiences and supporting our accountholders' journey through the healthcare reimbursement system. At arenaflex, we are passionate about helping businesses and individuals thrive today, tomorrow, and into retirement. Our mission is to strengthen and simplify the health and wealth journey, relentlessly pursuing better outcomes for all. We believe in finding the best talent and creating a community of forward-thinking individuals focused on driving results with an unwavering commitment to integrity. As a Health & Benefits Customer Service Representative / Call Center Agent, you will be responsible for providing valuable support, education, and direction to accountholders calling our contact center. You will be the first point of contact for our customers, helping them understand how their healthcare reimbursement accounts work and resolving issues in a timely and professional manner. **Key Responsibilities:** * Provide friendly and helpful service to accountholders, making sure they feel supported and informed about their benefits and policies * Explain how benefits and policies work, so accountholders know how to get the most out of their individual plans * Ensure all work is compliant with internal quality assurance standards and technical policies and programs * Treat accountholders with empathy, understanding, and respect, providing the highest level of service to each caller * Consult with accountholders to support easy navigation of available online tools and apps, such as checking account balances and submitting claims * Resolve issues without management intervention, removing barriers for the member * Receive additional call type skills after initial training and may be cross-trained to other channels (like chat, email, or text) on a later date according to business need * Protect sensitive member information with discretion and adhere to all compliance rules and regulations * Prioritize effectively to meet member service goals and deadlines * Perform other duties as assigned **Essential Qualifications:** * 2+ years of experience in customer service * 2+ years of call center experience * No degree required * Computer knowledge and skills, comfortable learning new systems * Able to learn and retain information while using a digital workflow to navigate the interaction and tools * Able to connect with accountholders on a human level and assist them as needed * Basic understanding of medical/reimbursement terminology preferred * Can work in a fast-paced environment, taking up to 50 calls per day * Ability to de-escalate and handle member issues without utilizing a supervisor * Excellent oral and written communication skills * Problem-solving skills * Attention to detail and accuracy **Preferred Qualifications:** * Experience working in a healthcare or financial industry * Familiarity with health savings accounts (HSAs), flexible spending accounts (FSAs), and COBRA * Ability to work overtime * Prolonged periods of sitting at a desk and working on a computer * Occasionally lift items up to 25 pounds **Work Environment and Culture:** * This is a remote position, and you will be working from home * You will need a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift * Internet speed requirements: upload speed >20 Mbps, download speed >100 Mbps, and must be able to hardwire an ethernet cable to the internet modem/router * You will be required to work a regular schedule, Monday through Friday, 12:30 p.m. – 9:00 p.m. CT, with one weekday off and Saturdays, 10:30 a.m. – 7:00 p.m. CT * Hours may change if business needs require it, and you'll be notified in advance **Training and Development:** * You will receive comprehensive training on our products and services, including a product exam at the end of training * Training is approximately four to five weeks, and attendance is mandatory during the training period * You will have the opportunity to learn and grow with arenaflex, with a focus on career development and advancement **Compensation and Benefits:** * The compensation for this position will vary depending on factors such as your location, skills, and experience * The compensation package may also include incentive and bonus opportunities * arenaflex provides industry-leading benefits, including healthcare, 401K savings plan, company holidays, paid time off, parental leave, and an employee assistance program **Why Join arenaflex?** * We believe in finding the best talent and creating a community of forward-thinking individuals focused on driving results with an unwavering commitment to integrity * We are passionate about helping businesses and individuals thrive today, tomorrow, and into retirement * We are committed to strengthening and simplifying the health and wealth journey, relentlessly pursuing better outcomes for all * We offer a collaborative, fun environment that champions career development and growth * We are a dynamic and enthusiastic team, always looking to expand our growing team with talented individuals like you! **How to Apply:** If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to receiving your application and learning more about your qualifications and experience. **Note:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that reflects the diversity of the businesses and clients we serve. If you have any questions or concerns about the application process or the role, please do not hesitate to contact us. Apply for this job