Senior Analyst, Partner Relations

HSA Bank, a division of Webster Bank, N.A.

2d•$65,000 - $66,000•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. The Lead Representative serves as a critical liaison between internal teams and external partners, ensuring the delivery of high-quality, consistent service and operational excellence across multiple product lines. This role leverages deep product, system, and industry expertise to support complex servicing needs, resolve escalations, and drive partner satisfaction. The Lead Representative provides day-to-day operational guidance, coaching, and support to team members, while collaborating cross-functionally with key stakeholders to ensure alignment. This position plays a key role in identifying trends, analyzing performance data, and driving continuous improvement initiatives that enhance efficiency, mitigate risk, and strengthen partner relationships. Additionally, the Lead Representative contributes to training, development, and knowledge-sharing efforts, while influencing service strategies and best practices based on frontline experience. This role requires strong leadership, problem-solving, and communication skills, with the ability to manage competing priorities in a fast-paced environment while maintaining a strong focus on both internal team success and external partner outcomes.

Requirements

Ability to deliver a high-quality customer and partner experience
Strong interpersonal skills with the ability to build trusted relationships with internal stakeholders and external partners.
Skilled in managing partner/employer expectations and resolving inquiries with a solutions-oriented approach.
Excellent verbal and written communication skills, with the ability to tailor messaging to diverse audiences.
Effectively translates complex information into clear, actionable insights
Foundational leadership and coordination skills, with the ability to guide peers and support team objectives.
Utilizes strong communication and problem-solving capabilities to lead and manage day-to-day operations
Serves as a point of escalation and support to ensure timely resolution of issues internally and externally to assigned partners.
Strong troubleshooting skills with the ability to analyze issues and identify root causes.
Exercises sound judgment and decision-making in a fast-paced, high-volume environment.
Highly organized with strong attention to detail and the ability to prioritize and manage multiple tasks simultaneously.
Proven ability to effectively multi-task while maintaining accuracy and meeting deadlines.
Demonstrates ownership and accountability in delivering consistent results.
Proficient in Microsoft Office Suite, including advanced capabilities such as Macros.
Demonstrates flexibility and adaptability in response to changing priorities, multiple demands, and evolving business needs.
Maintains composure and effectiveness while handling day-to-day challenges in a dynamic environment.
Strong commitment to continuous learning, personal development, and professional growth.
Actively seeks opportunities to enhance skills and contribute at a higher level.
Ability to remain at a workstation for extended periods.
Frequent and repetitive use of keyboard and mouse required.
H.S. Diploma or General Education Degree (GED) required
Minimum of 4+ years of customer service experience within a related industry and product suite.
Minimum of 4+ years supporting Partners and/or Employers in a service-driven environment; experience with HSA or notional products strongly preferred.

Responsibilities

Serve as a subject matter expert on consumer-directed healthcare products (e.g., HSA, HRA, FSA), providing guidance to internal teams and external partners.
Act as a primary point of contact for Partner Relations, supporting complex servicing inquiries, escalations, and relationship needs.
Maintain deep expertise across core servicing systems and platforms (e.g., WEX, Apex, Bend, Spark, Salesforce, DocuSign) to efficiently navigate, research, and resolve issues.
Function as a liaison between internal teams and external partners, ensuring alignment with policies, processes, and service expectations in both standard and escalated scenarios.
Provide operational leadership and day-to-day support, guiding team members through complex issues and removing barriers to service delivery.
Analyze service trends and performance data to identify root causes, risks, and opportunities for improvement.
Conduct in-depth research and exercise sound judgment to determine appropriate resolutions and policy exceptions within established risk tolerances.
Support leadership in assessing team performance, identifying strengths and development opportunities, and contributing to talent development plans.
Deliver real-time coaching, mentoring, and training, including leading team huddles and facilitating knowledge sharing.
Oversee and contribute to training initiatives, ensuring materials, processes, and knowledge transfer effectively support team success.
Provide strategic input on service policies, procedures, and best practices based on direct experience with partners and internal operations.
Identify and drive continuous improvement initiatives to enhance service delivery, partner satisfaction, and operational efficiency.
Collaborate cross-functionally with leaders, SMEs, and departments (e.g., Compliance, Legal, Audit) to address partner needs and ensure regulatory adherence.
Lead partner-facing sessions (e.g., lessons learned, performance reviews), prioritizing improvement opportunities and developing actionable plans.
Act as a backup resource for Partner Relations functions, ensuring continuity of service and operational support.
Promote a positive, collaborative team environment, modeling service excellence and reinforcing organizational values.
Effectively manage multiple priorities, balancing tactical execution with strategic initiatives in a fast-paced environment.
Utilize multiple systems simultaneously to research, troubleshoot, and resolve complex inquiries with accuracy and efficiency.
Support the development and execution of long-term partner success strategies within the service delivery framework.
Travel as needed to engage with partners, strengthen relationships, and support continuous improvement efforts.
Perform additional duties as assigned in support of team and organizational objectives.