Associate, Member Services, Financial Operations

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

1d•$20 - $22

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? To provide world-class customer service to our accountholders through performance of complex Member Services functions including but not limited to processing of ACH origination/receipt; ACH returns/NOC's; NSF, in-clearing, return and forward cash letters; check adjustments; statement processing; research requests; file processing; SOX testing; year-end tax processing; and performing complex reconciliations. Additionally, this role includes training, troubleshooting, research and quality control checks. Maintain compliance with Federal and State regulations, NACHA rules and regulations as well as Webster/HSA Bank policies and procedures. Meet/exceed individual performance goals, service level objectives, and demonstrate operational excellence. Proven proficiency in all major skill sets. Support continuous improvement efforts and demonstrate self- motivation, flexibility, problem solving and decision-making skills. Job Summary To provide world-class customer service to our accountholders through performance of complex Member Services functions including but not limited to processing of ACH origination/receipt; ACH returns/NOC's; NSF, in-clearing, return and forward cash letters; check adjustments; statement processing; research requests; file processing; SOX testing; year-end tax processing; and performing complex reconciliations. Additionally, this role includes training, troubleshooting, research and quality control checks. Maintain compliance with Federal and State regulations, NACHA rules and regulations as well as Webster/HSA Bank policies and procedures. Meet/exceed individual performance goals, service level objectives, and demonstrate operational excellence. Proven proficiency in all major skill sets. Support continuous improvement efforts and demonstrate self- motivation, flexibility, problem solving and decision-making skills.

Requirements

Transaction processing and knowledge of compliance policy and regulations.
Proficiency in Microsoft Office Suite, specifically Excel required (create macros and edit formulas, copy and paste data, sort, perform formatting, rename a file).
Proficiency in 10-key.
Strong customer service, interpersonal and decision-making skills.
Troubleshooting and problem analysis skills.
Excellent verbal and written communication skills.
Possesses the ability to maintain the strictest confidentiality of company and customer information.
Ability to effectively multi-task.
Excellent 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.
Ability to effectively and efficiently use a variety of technologies and software programs.
Demonstrates ability to think critically.
Strong commitment to achieving personal growth and success.
Ability to remain organized, motivated and self-disciplined when working remotely.
H.S. Diploma or General Education Degree (GED) required
0-2 years Experience in banking or financial services industry required

Nice To Haves

0-2 years Experience in balancing and account reconciliation preferred

Responsibilities

Process account Excess Contributions removal, Internal Transfers, Account adjustments, Contribution Corrections, Refunds, Stop payments, and processing of Death and Divorce payments in an accurate and timely manner.
Process accountholder reimbursement requests.
Assist in training of tasks.
Prioritize and perform multiple tasks at the same time
Regularly review procedures and update as needed, as well as create new procedures as needed.
Report systems or policy issues to appropriate parties.
Act as an advocate for the customer by submitting feedback through appropriate channels.
Consistently meet/exceed all customer service standards.
Model behavior consistent with Member Service standards, policies and procedures.
Other duties as assigned by Supervisor/Manager/Team Lead.