Member Services Agent – Benefit Accounts (Bilingual)

About the role

As a Member Services Agent you will support U.S. members who use tax‑advantaged healthcare benefit accounts such as HSA, FSA, HRA and COBRA. You will provide clear, empathetic guidance on account rules, eligibility, claims and debit‑card issues, ensuring members understand their benefits.

Key responsibilities

• Assist members with claim status, requirements and reimbursement inquiries.
• Verify expense and coverage eligibility for HSA, FSA, HRA and COBRA accounts.
• Manage account maintenance requests, including data updates, balance checks and transaction history.
• Support benefit debit‑card issues such as activation, declines, blocks and replacements.
• Document interactions accurately and escalate cases according to procedures while complying with HIPAA and privacy policies.

Required profile

• English proficiency at B2 level (spoken and written).
• At least 18 years old with a valid DUI.
• High‑school diploma completed.
• Minimum 6 months contact‑center experience, preferably in healthcare, insurance or financial services.
• Willingness to work rotating shifts, including weekends and holidays.
• Ability to attend initial training with 100 % attendance.
• Capability to learn and clearly explain HSA, FSA, HRA and COBRA rules.

Required skills

• Proficient web navigation and ability to work across multiple windows and systems simultaneously.
• Competence with email, Microsoft Office and Google Workspace tools.
• Functional typing skills with a confirmed typing speed.