Job Description

Requisition #

21-1244

Hours Per Week

40

Location

WI Region-WIHOM

City

Open

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:

To provide world-class customer service to our accountholders through performance of complex Member Services functions including but not limited to processing of ACH origination/receipt; ACH returns/NOC's; NSF, inclearing, return and forward cash letters; check adjustments; statement processing; research requests; file processing; SOX testing; year-end tax processing; and performing complex reconciliations. Additionally, this role includes training, troubleshooting, research and quality control checks. Maintain compliance with Federal and State regulations, NACHA rules and regulations as well as Webster/HSA Bank policies and procedures. Meet/exceed individual performance goals, service level objectives, and demonstrate operational excellence. Proven proficiency in all major skill sets. Support continuous improvement efforts and demonstrate self- motivation, flexibility, problem solving and decision-making skills

Responsibilities:

  • Process and oversee complex ACH origination/receipt; ACH returns/NOC's research requests; NSF, inclearing, return and forward cash letters; check adjustments; statement processing; research requests; file processing; SOX testing; year-end tax processing; and performing complex reconciliations in a responsible, timely and accurate manner.
  • Perform rotation of daily tasks and help co-workers with tasks as needed to evenly distribute workloads. Prioritize and perform multiple tasks at the same time.
  • Periodically perform daily tasks remotely if necessary.
  • Perform accountholder and business partner outreach to resolve returned transactions or processing issues.
  • Create, take ownership of and make changes to departmental procedures. Communicate changes and reinforce operational policies and procedures to the team effectively and efficiently.
  • Resolve problems on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and risk assessment.
  • Work with strict hourly and daily deadlines to ensure funds are sent to the Federal Reserve on a timely basis.
  • Assist in training of Member Services Coordinators. Available resource to the immediate Member Services team.
  • Perform quality monitoring of Member Services Coordinators'
  • Be a subject matter expert (SME) by understanding, articulating, and implementing best practices for the processes and procedures the team is responsible for. Participate in projects and testing as required.
  • Research and respond appropriately to interdepartmental and business partner inquiries regarding employer groups and consumers. If inquiry is outside the department, reassign inquiries to 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 Webster's values, policies and procedures.
  • Lead team meetings/huddles and promote a continuous improvement culture for the team.
  • Other duties as assigned by Supervisor/Manager

REQUIREMENTS:

Education:

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

Experience:

  • 2 - 3 years' experience in banking or financial services industry
  • Transaction processing and knowledge of compliance policy and regulations
  • Experience in balancing and account reconciliation preferred
  • Proficiency in Microsoft Office Suite, specifically Excel required (create macros and edit formulas, copy and paste data, sort, perform formatting, rename a file)
  • Proficiency in 10-key

Job Skills / Knowledge:

  • Strong customer service, interpersonal and decision-making skills
  • Troubleshooting and problem analysis 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
  • Demonstrates ability to think critically
  • Strong commitment to achieving personal growth and success
  • Ability to remain organized, motivated, and self-disciplined when working remotely

Licenses / Certifications:

  • ACH Certificate desired

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)

Flexible Schedule:

  • Non-Standard 40 Hours, 8 hours per day, Monday to Friday. Ability to work a rotating shift of tasks between the hours of 4:00 a.m. and 6:00 p.m. (varying start times of 4:0m. -- 9:30 a.m.).
  • Overtime hours will be mandated as necessary.
  • Travel to alternate office location on occasion to assist with training
  • Paid Time Off (PTO) approval is limited to one person at a time

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

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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