Member Services CC Assoc 1-1

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

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 Client Service Associate I is the frontline to customers, providing excellent service related to a variety of account inquiries. The Client Service Associate is expected to meet or exceed individual service goals for all Contact Center related metrics.

Requirements

Active listening skills.
Strong customer service.
Passion for helping people.
Problem solving skills.
Effective communicate skills over the telephone.
Strong working knowledge of computer (email, internet, intranet, etc.).
Typing skills.
Ability to learn all system applications that support Contact Center requests, inquires and transactions.
Ability to effectively multi-task.
Positive attitude.
Flexibility.
Excellent organizational skills with attention to detail.
Ability to work with a diverse work force and customer base.
Strong commitment to achieving personal growth and success.
Ability to understand HSA Bank’s mission, goals, and strategies and support it during customer interactions.
Ability to work any shift 24 hours/day, 7 days a week; 8.5 and 10.5 hour shifts; schedule will be defined at the time of hire; howver this could change based off business needs.
Completion of 2-3 week classroom training.
Close environment at workstation and wearing headset for long periods of time.
Heavy keyboard/mouse usage required with repetitive movements.
High Speed Internet required.
H.S. Diploma or General Education Degree (GED) required
0-2 years Direct customer service experience (in-person customer facing work experience or call center experience) required

Responsibilities

Retain existing accountholders via reactive servicing through phone queue or email correspondence by providing exceptional problem solving, ownership, and follow through.
Ability to work within multiple systems -- Sparak, 1Cloud, Sharepoint, Star, etc. -- while addressing, researching and determining a solution to resolve the customer's concerns and questions.
Proficient in support of the Health Savings Accounts product.
Able to knowledgably explain to clients the benefits and impact of IRS Tax regulations in relationship to their HSA accounts.
Utilize internal resources to respond to customer inquiries accurately and in a timely manner.
Process customer requests and respond to product and service inquiries in a responsible, timely and accurate manner.
Communicate and reinforce changes in operational policies and procedures.
Resolve problems on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and risk assessment.
Prioritize and perform multiple tasks at the same time.
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 the Contact Center's customer service standards, policies and procedures.
Other duties as assigned by Supervisor/Manager.