Job Description

Date Active

Jul 19, 2022 1:59:50 PM

Requisition #


Hours Per Week



605 N 8th St. STE 320-WI101





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.




  • 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





  • High School / GED required
  • Some college preferred



·         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




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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