Monique G.
Member Support Specialist Iii @Incomm Benefits
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WORK HISTORY
Member Support Specialist Iii @Incomm Benefits
US
Delivered comprehensive support for InComm Benefits solutions, including Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), and other healthcare benefit products, via a SaaS platform, mobile/web applications, and payment cards.Ensured compliance with financial and healthcare industry standards by maintaining strict security and confidentiality in all customer interactions.Partnered cross-functionally with product, engineering, and UX teams to gather customer insights and prioritize features for the product roadmap, driving continuous improvement of web and mobile experiences.Improved customer satisfaction by optimizing support operations, with a focus on response time, quality assurance, and first-call resolution rates.Contributed to the successful launch of a CSAT survey, consistently maintaining customer satisfaction ratings above 97% since deployment.Played a key role in developing and refining support workflows for healthcare benefit accounts, including account setup/termination, claims processing, transaction dispute resolution, and fraud mitigation.Collaborated with technical teams to create escalation processes, resolve complex support issues, and manage the support ticket backlog efficiently.
EDUCATION
American InterContinental University
Bachelor's degree
ABOUT MONIQUE G.
Customer Support Manager with 8+ years of experience across customer experience…
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