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.
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