Member Support Specalist II at InComm in Atlanta, Georgia

Job Description:

InComm


Member Support Specalist II

US--

Job ID: 2025-16246
Type: Full-Time
# of Openings: 1
Category: Customer Service
InComm Payments

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.

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

PI259603982

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