Overview When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise. InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future. You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram. About This Opportunity A Member Support Specialist II is responsible for representing the voice and face of InComm Benefits. This position will be responsible for handling front-line member interactions (phone, email, chat, etc.) for employer-sponsored benefits accounts such as HSA and various FSA accounts and will also assist in identifying gaps in process, knowledge, and other improvements to the department. Additionally, this role will be responsible for processing FSA reimbursement claims and must understand documentation and substantiation guidelines as defined by IRS regulations. InComm Benefits services various tax-advantaged accounts through its own debit card and a unique post-tax bank account. This role will require a strong grasp of industry knowledge and an understanding of the balance between educating our members and not offering tax advice. Member Support does not follow scripting, so this role requires an individual who can quickly build rapport with each member and have a natural conversation no matter the demographic they interact with. We strive to help our members better understand and maximize their benefits through education and self-service. Key attributes for being successful in this position include detailed knowledge of IRS Publication 969 and 502, an ability to quickly learn and adapt to new technologies, an eagerness to support our members in a warm and professional manner, a commitment to issue resolution, proactiveness, ownership, and a strong understanding of the tax-advantaged spending account industry. Since InComm Benefits is still new and growing, we are looking for individuals who can provide feedback and innovative ideas that will help shape and define our business going forward. Responsibilities • Providing the highest level of customer experience on every member interaction related to healthcare benefits accounts, payment cards, mobile apps and website. • Handling inbound/outbound support incidents via phone and email using Zendesk . • Processing of claims/reimbursement requests. • Utilization of multiple internal systems to investigate and resolve member issues. • Addressing member issues within prescribed response times (SLAs). • Meeting and exceeding performance metrics such as CSAT and FCR monthly/annually. • Proactive contributions to the improvement of our department by completing tasks and projects at a high-quality level. • Help identify process gaps or improvements through precise documentation. Qualifications • 3+ years of HSA/FSA industry experience o Understanding of card transactions on networks like Visa and Mastercard and commonly-occurring problems o Thorough knowledge of IRS Publication 969 and 502, benefit eligibility, etc. o Experience reviewing health expense reimbursement claims, knowledge of substantiation and proper documentation per IRS guidelines • Understanding of HSA accounts related to investment options o Understanding of investing HSA funds works and tax implications • Experience handling inbound/outbound member interactions in a SaaS platform like Zendesk with consideration of security and privacy regulations • Experience handling multiple administrative platforms simultaneously • A high level of professionalism in verbal and written communication • Flexible schedule to adapt to the needs of the department InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law. *This position is eligible for the Employee Referral Bonus Program - Tier I