Associate, Member Services Financial Operations

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

8d•$20 - $21•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? 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.
0-2 years Experience in banking or financial services industry required
0-2 years Experience in balancing and account reconciliation preferred

Responsibilities

Process and oversee complex ACH origination/receipt; ACH returns/NOC’s research requests; file processing; and performing complex reconciliations in a responsible, timely and accurate manner.
Perform rotation of daily tasks and help co-workers with tasks as needed to evenly distribute workloads.
Prioritize and perform multiple tasks at the same time.
Periodically perform daily tasks remotely if necessary.
Perform accountholder and business partner outreach to resolve returned transactions or processing issues.
Create, take ownership of and make changes to departmental procedures.
Communicate changes and reinforce operational policies and procedures to the team effectively and efficiently.
Resolve problems on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and risk assessment.
Work with strict hourly and daily deadlines to ensure funds are sent to the Federal Reserve on a timely basis.
Assist in training of Member Services Coordinators.
Available resource to the immediate Member Services team.
Perform quality monitoring of Member Services Coordinators’ tasks.
Be a subject matter expert (SME) by understanding, articulating, and implementing best practices for the processes and procedures the team is responsible for.
Participate in projects and testing as required.
Research and respond appropriately to interdepartmental and business partner inquiries regarding employer groups and consumers.
If inquiry is outside the department, reassign inquiries to correct department(s) using available resources.
Take ownership of escalated issues and 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 Webster’s values, policies and procedures.
Other duties as assigned by Supervisor/Manager.