Customer Service Representative

• Answer questions and resolve issues from member and employer-group phone calls and emails about Flexible Spending Accounts
• Work collaboratively with members and colleagues to deliver a world-class customer experience
• Educate and assist members with the member portal
• Provide related information, including portal guidance and flexible spending eligible expenses according to plan
• Document and track member contacts, events, and outcomes using appropriate systems and processes
• Identify trends and emerging customer service issues and develop solutions for potential problems
• Take immediate action when confronted with a problem or made aware of a situation
• Work at a computer for approximately 8 hours daily, speaking with members by phone and handling responsibilities between calls

• Must reside in close proximity to Lansing, MI
• Must be willing and able to work onsite at the Lansing, MI office 3 days per week, Tuesday through Thursday
• At least 1 year of customer service experience in a call center environment
• Demonstrated ability to be empathetic and compassionate
• At least 1 year of Microsoft Office Suite experience
• Experience working with multiple screens and applications
• High School Diploma or GED
• Preferred: at least 1 year of flexible spending experience
• Effective organizational skills and ability to manage multiple tasks
• Excellent customer service and critical thinking skills
• Effective verbal and written communication skills
• Work hours of 8:30am to 5:00pm Eastern Time Zone

Demonstrates strong customer service skills with a focus on resolving issues related to Flexible Spending Accounts. Proficient in Microsoft Office Suite and capable of managing multiple tasks while providing effective communication and support to members.