Associate, Member Services Financial Operations
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?
Job Summary:
To provide world-class customer service to our accountholders through performance and oversight of operations functions encompassing account 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 for the role:
Process account closing, Trustee to Trustee transfer, withdrawal and stop payment requests in an accurate and timely manner.
Respond to and process requests within team inbox, Salesforce and SharePoint in an accurate and timely manner.
Assist and work in team growth projects and continuous process improvements.
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.
Assist in training of other Coordinators.
Participate in project testing or as subject matter expert as required
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 Operations customer service standards, policies, and procedures.
Assist other Member Services teams when needed or requested
Other duties as assigned by Supervisor/Manager
Work Hours:
Standard 40 Hours, 8 hours per day, Monday to Friday. Consistent 8 hour shift can be chosen between the hours of 7:00 a.m. and 5:00 p.m.
Overtime hours will be mandated as necessary.
Due to peak processing times, PTO approvals will be limited to one person at a time starting the 1st week of December thru the last week of February.
Key skills/experience qualifications for the role:
High school diploma or GED required.
Continuing education in Business or Finance desired.
1-2 years of experience in data entry and analysis, in a financial or healthcare setting preferred
Experience with fund transfers and distributions desired
Experience/knowledge with tax reporting desired
Proficient in Microsoft Office Suite
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 $21.00USD. 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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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.