Customer Service Specialist I

Job Summary

As the first point of contact for Olympia Benefits Inc., the Customer Service Specialist (CSS) plays a critical role in delivering a positive and professional customer experience.

This position is responsible for managing inbound and outbound calls related to health spending accounts, ensuring that every interaction reflects the company’s commitment to excellence and customer satisfaction. The CSS provides accurate information, resolves inquiries with efficiency and professionalism, and upholds the company’s standards for service and compliance. By acting as a trusted resource for customers, the CSS helps strengthen relationships and enhance the overall customer experience.

Duties and Responsibilities

• Uphold the division and Olympia’s reputation and values, while promoting our motto “With Us, It’s Personal” in all interactions with employees, clients, and business associates.
• Answer inbound calls, live chats, respond to emails and place outbound calls related to health spending accounts (HSAs)
• Provide accurate and up-to-date information on account balances, claims, contributions, and reimbursements.
• Assist customers with account setup, transactions, and troubleshooting issues that are related to the companies App & Website.
• Identify, research, and resolve customer inquiries promptly and efficiently.
• Educate customers on plan details, eligibility, and compliance requirements.
• Maintain detailed and accurate records of customer interactions in the system.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Follow company policies, procedures, and compliance regulations related to healthcare spending accounts.
• Ensure customer satisfaction by delivering professional, courteous, and empathetic service.
• Participate in training sessions and continuous learning to stay informed about industry updates and company policies.
• Assist with calls related to payments and client onboarding.
• Flexible to perform various assigned tasks as requested by management and executives.

Competencies

• Connection - We build long-term relationships by collaborating with our clients and industry participants.
• Accountability - We are a trusted business partner operating with transparency and integrity.
• Innovation - We leverage technology to continuously improve how we serve our customers.
• Strong verbal and written communication skills.
• Active listening and problem-solving abilities.
• Ability to manage high call volumes while maintaining quality service.
• Strong attention to detail and accuracy.
• Customer-focused mindset with a commitment to delivering excellent service.
• Ability to handle confidential information with professionalism and discretion.
• Adaptability and ability to work in a fast-paced environment.
• Conflict resolution and de-escalation skills.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.

Formal education and experience

• High school diploma or equivalent required.
• Bachelor’s degree in a related field is an asset.
• 1-3 years of experience in customer service, preferably in a healthcare, insurance, or financial services setting.
• Experience with health spending accounts (HSA) or related benefits (Wellness Plans) administration is an asset.
• Familiarity with CRA regulations and compliance standards preferred.
• Knowledge of HubSpot is an asset.

Specialized skills or knowledge

• Understanding of health spending account types, regulations, and tax implications.
• Knowledge of healthcare benefits and reimbursement processes.
• Experience working with call center systems and ticketing platforms.
• Ability to navigate and explain healthcare-related financial transactions.
• Bilingual in French and English communication both written and spoken is an asset.
• Ability to work flexible hours.
• Successful completion of a Criminal Background check is required.

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