Health & Benefits - Sr. Resolution Specialist (Remote)

The Senior Resolution Specialist is responsible for investigating complex accountholder issues submitted through i360 Salesforce cases by ACES Support Specialists. These issues often involve HSA, Website and Debit Card related questions, escalated concerns, case rebuttals, and follow-up on any other issue sent to our team.

In addition to resolving advanced cases, the Senior Research and Resolution Specialist also acts as a mentor and coach to peers. They help promote consistency in case handling and provide guidance to support continuous improvement across the team. Success in this role requires a high level of attention to detail and a commitment to resolving account issues thoroughly and accurately.

Duties & Responsibilities

1. Drive and determination to collaborate with other departments.

2. Extensive exposure to multiple products (Limited FSA, HSA, Website, Debit Card).

3. Goal-driven and consistently thorough in completing tasks and projects.

4. Serves as a subject matter expert for i360 or CBAS enhancements as needed.

5. Regularly looks for ways to make processes, procedures, and systems more efficient.

6. Track trends in case submissions for training enhancement opportunities.

7. Supports teammates on complex cases in IM by offering guidance and location of resources.

8. Other duties as assigned.

Qualifications

Education & Experience

 

· A minimum of 3-5 years of experience in the financial services industry

· Bachelor’s degree in Business, Finance, Communications, or a related field preferred not required

 

Skills & Abilities

 

· Extensive Reimbursement & HSA experience preferred.

· Computer knowledge and skills, comfortable learning new systems

· Able to learn, memorize and retain information.

· Basic understanding of medical / reimbursement terminology preferred.

· Can adapt to a fast-paced environment.

· Oral and written communication skills.

· Problem solving skills.

· Attention to detail and accuracy.

· Analytical skills

 

Other Requirements

 

· Standard schedule is Monday through Friday from 8:00 a.m. to 5:00 p.m. Central Time. Additional hours may be required during peak periods.

· Employees within a 90-minute radius of Oak Brook, Illinois must work onsite at least four days per month between 10:00 a.m. and 2:00 p.m. Central Time, including one Monday or Friday each month.

· Occasional travel up to five percent may be required, including the ability to use personal transportation for trainings or meetings.

· This position requires the ability to sit for extended periods and operate standard office equipment such as a computer, keyboard, mouse, telephone, and copier.