Service & Delivery Specialist (Remote)

The First Dollar Service & Delivery Specialist will report to the First Dollar Service Manager in the SaaS Service & Operations Department. This role is responsible for Tier 1 and Tier 2 support, including a variety of operational tasks, to ensure that our customers receive an exceptional experience.

• Respond and resolve customer, member and partner inquiries via various communication methods (phone, chat, or email) during assigned shifts, meeting SLAs.
• Maintain basic knowledge of our products, benefit plan offerings, and industry regulations and accurately respond to commonly asked questions.
• Proactively relay product feedback to improve the user experience.
• Actively participate in team meetings.
• Sort and process incoming mail such as check deposits, transfer requests and general correspondence, and manage returned mail such as member debit cards and check issuance
• Issue outbound checks for various member requests.
• Review and process reimbursement claims and substantiation requests, as needed.
• Ensure accurate entry of data into the system by performing audits monthly.
• Monitor and resolve Member HSA account opening discrepancies, called Know Your Customer (KYC).
• Assist with various operational tasks such as client onboarding assistance, reporting updates and discrepancies with client accounts on a regular basis
• Assist clients and internal stakeholders with bulk transfer requests, ensuring that completion of each request is timely and accurate.
• Review and resolve internal requests and inquiries by researching account details and performing outreach as necessary.
• Other duties, as assigned.

Qualifications

Education & Experience:

• 2-4 years of direct experience preferred.
• Bachelors preferred. Candidates without a degree but with equivalent years of relevant experience are encouraged to apply.

Skills & Abilities:

• Attention to detail and accuracy.
• Strong relationship and verbal & written communication skills.
• Problem solving and analytical skills.
• Computer knowledge and skills, comfortable learning new systems.
• Ability to learn, memorize and retain information.
• Can adapt to a fast-paced environment.
• An aptitude for prioritization and multi-tasking.
• Bilingual in Spanish is a PLUS

Other Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Ability to work overtime