Account Manager - HSA/TPA

Associated Bank•Green Bay, WI

6d•Onsite

About The Position

As an Account Manager at Associated Bank, you will provide exceptional service and support to internal and external clients while helping retain and grow client relationships. You will serve as a trusted resource for account holders, consultants, and business partners by resolving questions, coordinating solutions, and delivering a positive customer experience through phone and electronic communications. You will also support operational processes and ensure timely, accurate service across a variety of benefit-related products and accounts. This is a fully in-office position in Green Bay, Wisconsin. Associated Bank seeks colleagues who support an inclusive, collaborative environment and comply with applicable policies, procedures, laws, and regulations. New hires are subject to a thorough background check.

Requirements

High school diploma.
1–3 years of customer service experience.
Strong communication, problem-solving, and customer service skills.
Ability to manage multiple priorities while delivering accurate and responsive service.

Nice To Haves

Bachelor’s degree in Communications, Business, or an equivalent combination of education and experience.
1–3 years of experience in the insurance, Health Savings Account (HSA), or Third-Party Administrator (TPA) industry.
Experience in claims, insurance service centers, or banking environments.
HSA industry experience.
Demonstrated flexibility, initiative, and a positive, customer-focused approach.

Responsibilities

Respond to inbound customer inquiries and manage shared mailbox communications, providing accurate and timely support for account-related questions.
Resolve account holder concerns by serving as a knowledgeable resource and advocate, delivering solutions on routine, sensitive, and urgent issues.
Interpret policies, procedures, and regulations and communicate information clearly through verbal and written correspondence.
Partner with internal teams to resolve customer issues and escalate concerns appropriately when needed.
Process and manage operational workflows, including mail, account documentation, deposits, and work-in-process items, to meet service level expectations.
Maintain accurate and thorough documentation of customer interactions within the client management system.
Provide backup coverage and collaborate with fellow Account Managers when needed.
Develop subject matter expertise in assigned areas, including products, claims processing, reporting, fraud prevention, or compliance-related processes.
Comply with applicable enterprise policies and procedures, laws, and regulations, including Bank Secrecy Act requirements.
Report suspicious activity to Financial Intelligence, customer complaints and procedure violations to management or HR, and ethical concerns through the Ethics Hotline as needed.