Senior Associate, Member Services Flex

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?

Job Summary:

To provide world-class customer service to our accountholders through performance of operations functions encompassing processing of customer contributions.  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.

Key Responsibilities:

• Process customer contributions and invoice payments received via paper check within designated regulations

• Perform accountholder and business partner outreach to resolve contribution 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 other 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.

• Assist other Member Services teams when needed or requested

• Other duties as assigned by Supervisor/Manager

Skills/Experience

• High school diploma or GED required.

• Advanced degree - Associates, Bachelors, Masters, etc. - preferred.

• 2 years’ experience in data entry, in a finance or healthcare setting preferred

• Experience in cash handling or balancing preferred

• Experience processing invoices preferred

• Proficient in Microsoft Office Suite, specifically Excel

• Experience with QuickBooks, is a plus

• Proficient in 10-key

• 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.

• Strong commitment to achieving personal growth and success

The estimated salary range for this position is $22.00USD to $24.00USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.