Associate, Member Services Financial Operations

Job Summary:

To provide world-class customer service to our accountholders through performance of operations functions encompassing processing of ACH and Incoming Cash Letter files and transactions.  Maintain compliance with Federal and State regulations as well as Webster/HSA Bank policies and procedures. Meet/exceed individual service goals and demonstrate operational excellence.  Proven proficiency in all major skill sets.  Demonstrated self-motivation, flexibility, problem solving and decision-making skills.

Key responsibilities:

• Process and oversee ACH and Check processing tasks including ACH origination/receipt; ACH returns/NOC’s; Inclearing, Return, and Forward Cash Letters; Check Adjustments, SOX testing, and reconciliations in a responsible, timely and accurate manner.  

• Communicate and reinforce changes in operational policies and procedures.    

• Perform rotation of daily tasks and help co-workers with tasks as needed to even distribute workloads. Prioritize and perform multiple tasks at the same time.  

• Perform accountholder and business partner outreach to resolve returned transactions or processing issues.   

• Resolve problems on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and risk assessment.     

• Assist in training of new ACH/NSF Associates.   

• Participate in project testing or as subject matter expert (SME) as required.   

• Research and respond appropriately to interdepartmental and business partner inquiries regarding employer groups and consumers. If an inquiry is outside the department, reassign inquiries to the 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 Operations customer service standards, policies, procedures and Webster values    

• Review, update and/or create new operational procedures as needed    

• Lead team meetings/huddles and promote a continuous improvement culture for the team.   

• Other duties as assigned by Supervisor/Manager   

Key skills/experience qualifications:

• High school diploma or GED required.  

• Continuing education in Business or Finance desired.  

• 2 years’ experience in data entry and analysis, in a finance or healthcare setting preferred  

• Experience in transaction processing and knowledge of compliance policy and regulations  

• Experience in balancing and account reconciliation preferred  

• Proficient in Microsoft Office Suite, specifically Excel  

• Proficient in 10-key  

• Strong customer service skills  

• Strong interpersonal 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   

• Strong commitment to achieving personal growth and success  

The estimated salary range for this position is $20.00USD to $22.00USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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