Support Specialist

Join Us!
Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all. We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2024 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
The Participant Svcs Rep III is a key role in supporting customer requests and answering inquiries. The Participant Svcs Rep III is responsible for providing support to customers through verbal and written communications regarding products and healthcare. This position is challenging, fast paced, but rewarding while delivering one superior quality experience at a time. This position requires partnering closely with the customer to provide valuable insights, education, and direction for on-line support that would be most value to our customers.

• Handle all incoming and outgoing customer phone calls
• Respond to email, voicemail and chat inquiries from customers
• Provide high-quality, customer-focused answers by educating customers on H&B policies and programs.
• Handle troubleshooting inquiries for Web and Online issues including consult with customers to support easy navigation of the available online tools, from checking an account balance to submitting claims.
• Accountable for resolving issues without management intervention to remove barriers for the member.
• Accountable to protect sensitive customer information with discretion
• Responsible for all levels of member engagement, while prioritizing effectively to meet member service goals / deadlines
• Maintain a professional approach to client service, consistent with Inspira protocol and service levels.
• Other duties as assigned

• Training Class/Start Date: December 9, 2024 (subject to change due to business needs)
  • Attendance is mandatory during the training period of this position (training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position). The training period of this position is approximately four weeks.
• Training Schedule/Shift: Monday to Friday from 9 a.m. ET to 5:30 p.m. ET (subject to change due to business needs)
  • Pacific Time: 6 a.m. to 2:30 p.m.
  • Mountain Time: 7 a.m. to 3:30 p.m.
  • Central Time: 8 a.m. to 4:30 p.m.
  • There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position.
• Regular Schedule/Shift: Monday to Friday, with one of eight possible shifts : 8 a.m. ET to 4:30 p.m. ET, 8:30 a.m. ET to 5 p.m. ET, 9 a.m. ET to 5:30 p.m. ET, 9:30 a.m. ET to 6 p.m. ET, 10 a.m. ET to 6:30 p.m. ET, 10:30 a.m. ET to 7 p.m. ET, 11 a.m. ET to 7:30 p.m. ET, 11:30 a.m. ET to 8 p.m. ET. Your specific shift will be assigned by the hiring manager after the training period and may change based on business needs.
  • Pacific Time: 5 a.m. to 1:30 p.m., 5:30 a.m. to 2 p.m., 6 a.m. to 2:30 p.m., 6:30 a.m. to 3 p.m., 7 a.m. to 3:30 p.m., 7:30 a.m. to 4 p.m., 8 a.m. to 4:30 p.m., 8:30 a.m. to 5 p.m.
  • Mountain Time: 6 a.m. to 2:30 p.m., 6:30 a.m. to 3 p.m., 7 a.m. to 3:30 p.m., 7:30 a.m. to 4 p.m., 8 a.m. to 4:30 p.m., 8:30 a.m. to 5 p.m., 9 a.m. to 5:30 p.m., 9:30 a.m. to 5:30 p.m.
  • Central Time: 7 a.m. to 3:30 p.m., 7:30 a.m. to 4 p.m., 8 a.m. to 4:30 p.m., 8:30 a.m. to 5 p.m., 9 a.m. to 5:30 p.m., 9:30 a.m. to 5:30 p.m., 10 a.m. to 6:30 p.m., 10:30 a.m. to 6:30 p.m.
• Some Saturdays from 9 a.m. ET to 1 p.m. ET (subject to change due to business needs)
  • Pacific Time: 6 a.m. to 10 a.m.
  • Mountain Time: 7 a.m. to 11 a.m.
  • Central Time: 8 a.m. to 12 p.m.
• Hourly pay rate is $20.00 (= $41,600 per year)
• Internet speed requirements:
  • Upload Speed: >20 Mbps
  • Download Speed: >100 Mbps
  • Must be able to hardwire ethernet cable to internet modem/router.

Preferred Qualifications
Years of Experience: 1-3 years of experience in Customer Service. Prior call center experience preferred. . Degree: No degree required. . Certification: N/A . Skills & Abilities: Computer knowledge and skills, comfortable learning new systems.
Able to learn, memorize and retain information.
Basic understanding of medical / reimbursement terminology preferred.
Can adapt to a fast-paced environment.
Ability to de-escalate and handle member issues without utilizing a supervisor.
Oral and written communication skills.
Able to work hours of 10:30 am-7:00pm CST.
Problem solving skills.
Attention to detail and accuracy.
Analytical skills.
Compensation & 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.
Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.