About IntouchCX IntouchCX is shaping the future of customer experience by partnering with iconic brands to create meaningful connections across voice, chat, email, and social media. Fueled by cutting-edge technology and a team that's all-in on making brands thrive, we're setting the bar in quality-driven support. About the Job We are currently hiring Member Service Associates! Our Member Service Associate serves as a trusted resource for members navigating, managing Benefits and fertility programs. This role goes beyond traditional customer service, you'll independently resolve complex, high-touch inquiries, manage cases from initial contact through resolution, and provide personalized support across benefits, coverage, and reimbursement processes. We also want people with drive and ambition

•people who want a career, not just a job. Punctuality, performance, and positivity will set you up for success! Benefits of a

Member Service Associate:

Flexible schedules Competitive salary

•$18/hr (varies depending on program) Industry-leading benefits

•Health, Dental, Vision, 401(k) Amazing career growth opportunities Working as a

Member Service Associate, You Will:

Resolve complex, high-touch member inquiries across managed benefits, fertility programs, and digital wallets while meeting defined response time and quality standards. Interpret and explain benefits design, eligibility, and coverage rules, including edge cases, using clear, compassionate language. Manage end-to-end reimbursement and payment workflows, which includes reviewing documentation, identifying discrepancies, and ensuring accurate processing. Triage and prioritize support tickets based on urgency, member impact, and downstream operational or financial risk. Navigate multiple internal systems (e.g., Zendesk) to investigate issues, thoroughly document case activity, and resolve interconnected workflows. Exercise independent judgment to handle non-scripted inquiries, determining when to route cases through the escalation framework versus resolving them independently. Surface recurring patterns in member issues to cross-functional partners and actively contribute to internal knowledge base documentation. Working as a

Member Service Associate, You Have:

A high school diploma (or equivalent) 2+ years in a member-facing or customer support role in healthcare, insurance, financial services, or a similarly process-driven, regulated environment Demonstrated experience managing complex, multi-step workflows with accuracy and attention to detail Experience interpreting benefits, claims, reimbursements, or policy-driven rules—or clearly demonstrated ability to learn rapidly in regulated environments Experience in roles requiring non-scripted, independent judgment Exceptional written communication, reading comprehension, and independent research skills. Deep emotional resilience and the confidence to perform effectively under real-time evaluation pressure Preferred, but not required, direct experience supporting fertility benefits, health plan administration, or financial operations Preferred, but not required, proficiency with Zendesk, Slack, Google Workspace, and MacOS The understanding you will be working on site at our state-of-the-art campus in Las Vegas, Nevada.

Availability:

Full Time (some shifts may depend on availability). Ready to apply? Submit your application and one of our team members (including AI-powered) will reach out via email/phone/text to learn more about you and connect you to this exciting opportunity! By submitting your application, you are consenting to be contacted via the above communication channels. IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law. By signing this application, the applicant consents to IntouchCX collecting, using and retaining their personal information for purposes relating to the application process and if hired, the employment relationship. Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

Pay:

$18.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Referral program Vision insurance

Work Location:

In person