Assoc, Employer Support

HSA Bank, a division of Webster Bank, N.A.•Milwaukee, WI

1d•$22 - $24•Remote

About The Position

At HSA Bank, we’re working toward a world where everyone is empowered to save for a healthy future. Our offerings in the healthcare savings space drive down healthcare costs, increase access, and assist with decision-making for consumers, health plans, partners, and advisors. Are you ready to join us? The Associate, Employer Support role is essential to providing an exceptional customer experience via telephone, live chat, and email. Build and maintain professional business rapport with a dedicated book of business that includes direct employers, employers via partners, and consultants. Drive client satisfaction, retention, and account growth. Display ownership by taking personal responsibility over each task and assigned interaction. Answer questions on product details, company information, and any updates or issues with the employer's account. Proactively review each interaction to ensure one-call resolution. Respond to, investigate, and resolve client issues through extensive research and collaboration with other departments. Effectively document and track interactions to ensure customer, individual, and company goals are met. Helps to ensure HSA Bank maintains compliance with Federal and State regulations as well as Webster/HSA Bank policies and procedures. What you will do Serve as the primary point of contact for assigned clients. Build trusted relationships across all levels with employers and consultants. Proactively educate clients with information and self-service tools regarding bank processes, procedures, and products. Provide exceptional customer service through reactive and proactive servicing via telephone, live chat and email. Develop and execute plans that align employer needs with HSA Bank solutions. Provide first contact resolution on every interaction. Must handle multiple priorities with a strong attention to detail. Collaborate cross-functionally with sales, operations, and product teams to ensure a seamless customer experience. Proactively identify cross-selling opportunities to maximize client engagement and retention. Effectively and efficiently service client needs while hitting SLA and SLO targets. Product knowledge expert on multiple product lines including Health Savings Accounts, Health Reimbursement Accounts, Flexible Spending Accounts (Health and Dependent), Commuter Benefits, etc. Document all employer and consultant interactions to ensure all client and company goals are met. Effectively communicate internally and externally, in a professional manner, while setting accurate expectations for issue resolution. Act as the voice of the client to advocate internally for client needs and enhancements. Regular, consistent, and punctual attendance. Navigate through multiple software applications on multiple screens to manage employer account information. Responsible for hitting and achieving team objectives and goals. Identify and communicate continuous improvements ideas. Deliver educational presentations to employers. Ensure all interactions tasks are completed according to team objectives and goals. Drive to expand personal and professional growth. Other duties and responsibilities as assigned by leadership.

Requirements

Passionate about delivering an exceptional customer experience.
Strong customer service skills.
Strong interpersonal skills.
Strong troubleshooting and decision-making skills.
Strong relationship building skills.
Excellent verbal and written communication skills.
Proficient in Microsoft Office Suite specifically Microsoft Excel.
Possesses the ability to maintain the strictest confidentiality of company and customer information.
Ability to effectively multi-task between multiple screens and multiple programs.
Strong organizational skills with attention to detail.
Ability to work with a diverse work force and customer base.
Demonstrates flexibility and adaptability.
Handles day-to-day challenges confidently and willing to adjust to multiple demands, shifting priorities, and rapid change.
Strong commitment to achieving personal growth and success.
Familiarity with key customer success KPIs.
Typical office environment and working conditions.
Ability to work any shift between 7:00 AM and 7:00 PM, CT.
Must remain at workstation for long periods of time.
Heavy keyboard/mouse usage required (repetitive movements).
Headset usage required for long periods of time.
H.S. Diploma or General Education Degree (GED) required
Minimum of 1 year of direct customer service experience with agents and employers (in-person customer facing work experience or call center experience). required

Nice To Haves

0-2 years of HSA Bank experience. preferred
0-2 years of experience servicing partners or large employers. preferred
Prior experience with customer service telephone queue environment. preferred
Prior experience with a Customer Relationship Management system (Salesforce). preferred

Responsibilities

Serve as the primary point of contact for assigned clients.
Build trusted relationships across all levels with employers and consultants.
Proactively educate clients with information and self-service tools regarding bank processes, procedures, and products.
Provide exceptional customer service through reactive and proactive servicing via telephone, live chat and email.
Develop and execute plans that align employer needs with HSA Bank solutions.
Provide first contact resolution on every interaction.
Must handle multiple priorities with a strong attention to detail.
Collaborate cross-functionally with sales, operations, and product teams to ensure a seamless customer experience.
Proactively identify cross-selling opportunities to maximize client engagement and retention.
Effectively and efficiently service client needs while hitting SLA and SLO targets.
Product knowledge expert on multiple product lines including Health Savings Accounts, Health Reimbursement Accounts, Flexible Spending Accounts (Health and Dependent), Commuter Benefits, etc.
Document all employer and consultant interactions to ensure all client and company goals are met.
Effectively communicate internally and externally, in a professional manner, while setting accurate expectations for issue resolution.
Act as the voice of the client to advocate internally for client needs and enhancements.
Regular, consistent, and punctual attendance.
Navigate through multiple software applications on multiple screens to manage employer account information.
Responsible for hitting and achieving team objectives and goals.
Identify and communicate continuous improvements ideas.
Deliver educational presentations to employers.
Ensure all interactions tasks are completed according to team objectives and goals.
Drive to expand personal and professional growth.
Other duties and responsibilities as assigned by leadership.