Job Description

Requisition #

18-1897

Hours Per Week

40

Location

1515 N Rivercenter Dr-WI501

City

Milwaukee

State

Wisconsin

Job Description / Requirements

HSA Bank is a trusted leader in consumer-directed healthcare (CDH), focusing on Health Savings Accounts (HSAs) for over two decades and serving as both the bank and administrator. Discover how we can support your benefits strategy with our comprehensive account-based health benefit solutions that include HSAs, Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs), and Commuter Benefits. With a reputation for outstanding service and thought leadership in the CDH space, we offer one platform and one portal for all of our members. HSA Bank inspires 2.7 million members and more than 35,000 employer groups to own "your" health by making it easy to access, understand, and afford healthcare. As of September 30, 2018, HSA Bank has $7.2 billion in total footings comprising $5.6 billion in deposit balances and $1.6 billion in assets under administration through linked investment accounts. HSA Bank is a division of Webster Bank, N.A., Member FDIC.

 

Basic Function:

To provide world-class customer service to our accountholders through performance of operational functions encompassing processing of customer enrollments. 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:

  • Process customer enrollments in a responsible, timely and accurate manner
  • Perform business partner outreach through the appropriate channels to resolve issues
  • 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 new Enrollment 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
  • Review, update and/or create new operational procedures as needed
  • Other duties as assigned by Supervisor/Manager

 

REQUIREMENTS:

Education:

  • High School / GED required
  • Continuing education in Business or Finance desired

 

Experience:

  • 2 years of experience in data entry and analysis, in a financial or healthcare setting preferred
  • Prior experience entering personal information for enrollment purposes desired
  • Proficiency in Microsoft Office, specifically Excel required

 

Job Skills / Knowledge:

  • 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

 

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:

  • Ability to work a weekly rotating work shift with early shift starting at 7:00 am and late shift ending at 5:00 pm with some nights and occasional weekends required
  • Overtime hours will be mandated as necessary
  • Annual PTO "blackout" periods will apply during peak processing times from mid-December to the end of January and again in mid-April

 

 Remote Access:

  • Remote processing may be required to support business needs. Mobile equipment will be provided. Internet access is the responsibility of the employees
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Application Instructions

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