Job Description

Requisition #


Hours Per Week



1515 N Rivercenter Dr-WI501





Job Description / Requirements

Basic Function: Briefly summarize the purpose or function of this position:

To provide world-class customer service to our accountholders through phone and e-mail correspondence. 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. Demonstated self motivation, flexibility, problem solving and decision making skills.


Responsibilities: Describe the key responsibilities of this position in order of importance. Statements should be concise and action-oriented (how, what, why).


  • Retain existing accountholders via reactive servicing through phone queue or email correspondence by providing exceptional problem solving, ownership, and follow through.
  • Ability to work within multiple systems -- Sparak, 1Cloud, Sharepoint, Star, etc. -- while addressing, researching and determining a solution to resolve the customer's concerns and questions.
  • Product knowledge expert on multiple product lines including Health Savings Accounts, Health Reimbursement Accounts, Flexible Spending Accounts (Health and Dependent), Commuter Benefits, etc.
  • ty to understand and knowledgably explain to clients the benefits and impact of IRS Tax regulations in relationship to their HSA accounts.
  • Utilize internal resources to respond to customer inquiries accurately and in a timely manner.
  • Process customer requests and respond to product and service inquiries in a responsible, timely and accurate manner.
  • 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.
  • 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 the Contact Center's customer service standards, policies and procedures.
  • Other duties as assigned by Supervisor/Manager

REQUIREMENTS:Describe the educational background, experiences and skills necessary for successful performance in this position.



****Please come dressed to impress with your most current resume!*****

Where: HSA Bank - Milwaukee Office( 1515 N River Center Drive, Ste.235, Milw., WI 53212)

When: Wednesday, May 29, 2019

Time: 7:00 AM - 10:00 AM 


  • High School diploma/ GED Required.


  • Minimum of 6 months of direct customer service experience(in-person customer facing work experience or call center experience)


  • N/A

Job Skills /Knowledge:

  • Proven customer service skills
  • Strong professional interpersonal skills
  • Utilize communication and problem solving skills to effectively communicate and service customers using the telephone.
  • Working knowledge of windows-based PC and processing skills (email, internet, intranet, etc.)
  • Strong listening skills
  • Accurate data entry skills
  • Knowledgeable in Microsoft Office Suite including Access
  • 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
  • Strong commitment to achieving personal growth and success

Physical Demands & Working Conditions:

  • Typical office environment / working conditions
  • Ability to work any shift between 7:00 a.m. and 9:00 p.m.
  • Must remain at workstation for long periods of time
  • Heavy keyboard/mouse usage required (repetitive movements).

Application Instructions

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