Job Description

Date Active

Jul 19, 2022 1:59:50 PM

Requisition #

22-1816

Hours Per Week

40

Location

605 N 8th St. STE 320-WI101

City

Sheboygan

State

Wisconsin

Job Description / Requirements

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?

 

Basic Function:

Responsible for the day-to-day supervision and coaching of the Enrollments team in the servicing of our accountholders and business relations to ensure a positive customer experience. May be focused on training, metric gathering/analysis or staff coaching and leadership. 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.

 

Responsibilities:

 

  • Actively assist the supervisor/manager in managing the Enrollments team and lead team by providing operational expertise and support
  • Recommend appropriate internal resource(s) to assist team with inquiries
  • Provide on-the-spot coaching/training to team both in group setting and one on one
  • Provide on-the-spot constructive and/or positive feedback to team based on observations
  • Available resource to the rest of the Enrollments team as well as first level of escalation across departments
  • Participate in researching and resolving critical incidents  
  • 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
  • Ensure proper and adequate staff training, including new hire and ongoing training
  • Ensure training documents are current with the corresponding current processes
  • Review, update and/or create new operational procedures as needed
  • Communicate and reinforce changes in operational policies and procedures
  • Manage continuous improvement for team by collecting, documenting and presenting team input to supervisor/manager for approval and prioritization as well as managing implementation of approved enhancements
  • Facilitate continuous improvement in the new hire training program by coordinating and managing the training of new hires
  • Identify and provide feedback to supervisor regarding team trends and areas of learning opportunities for team
  • Assist in analyzing data gathered to make recommendations to supervisor on staffing, training opportunities and educational opportunities for customers
  • Work with supervisor to establish individual development goals
  • Assists in the preparation of department performance presentations. Timeframes can vary from weekly to monthly to annual performance
  • Promote teamwork and a positive working environment in order to achieve team goals
  • Resolve problems on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and risk assessment
  • Participate in project testing or as subject matter expert as required
  • Prioritize and perform multiple tasks at the same time
  • Consistently meet/exceed all customer service standards, goals and objectives
  • Model behavior consistent with Member Services customer service standards, policies and procedures
  • Take an active role in projects related to Enrollments team. This includes heavy participation in the development of new processes and thorough testing of all new processes
  • Must lead team projects with minimal oversight including resource management and proper escalation processes
  • Lead team meetings and team huddles as needed
  • Other duties as assigned by Supervisor/Manager

 

REQUIREMENTS:                                                                                                                                                             

 

Education:

  • High School / GED required
  • Some college preferred

 

Experience:

·         3-5 years of data entry, banking operations experience or related secondary education required

·         2 years of team specific experience required

·         2 years of experience in process building, training, testing and analytics desired

·         Previous leadership experience desired

 

Job Skills / Knowledge:

  • Strong customer service skills
  • Strong interpersonal skills
  • Strong troubleshooting and decision making skills
  • Intermediate project management skills
  • Basic managerial/leadership skills
  • Ability to create and manage team specific task rotations and schedules
  • Utilize communication and problem solving skills to effectively manage escalated calls and emails.
  • Proficient in Microsoft Office, specifically Excel required
  • 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

Physical Demands & Working Conditions: 

  • Typical office environment / working conditions
  • Must remain at workstation for long periods of time
  • Heavy keyboard/mouse usage required (repetitive movements)

 

Work Hours:

  • Standard 40 hours, 8 hours per day, Monday to Friday. Flexible, consistent 8 hour shift can be chosen starting between the hours of 7:00AM and 9:00AM and ending between the hours of 3:00PM and 5:00PM
  • Ability to work a rotating shift requiring individual to be in the office until 4:00pm one week per month, with some nights and occasional weekends required
  • Overtime hours will be mandated as necessary
  • Annual peak season PTO subject to limited availability during peak processing times from the 2nd week of December through the 1st week of January

 

#ZR

#LI-MM2

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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