Job Description

Requisition #


Hours Per Week



605 N 8th St. STE 320-WI101





Job Description / Requirements

Responsible for the delivering and developing training of Member Services and Partners Services teams in servicing of our accountholders and business partners to ensure a positive customer experience. Maintain compliance with Federal and State regulations as well as Webster/HSA Bank policies and procedures. Subject Matter Expert for key functions, products, policies, procedures, and processes including regulatory compliance and demonstrate operational excellence. Proven proficiency in all major skill sets. Demonstrated 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).
Provides initial and ongoing training for Member and Partner Services Call Centers
Participate in team-training sessions consistent with the Member Services and Customer Service Standards and guidelines
Provides training for Member Services Operations team as requested.
Provide positive coaching feedback through face to face sessions
Prepares and organizes instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests.
Development of creative training materials for an adult audience, in a variety of formats.
Organizes training classes for Member Services call center
Outstanding verbal and written communication/presentation skills
Strong PC application skills including Microsoft Office
Assure preparation of the instructional site, including PC configuration, network connectivity, audio-visual equipment, props and other training supplies.
Delivers classroom instruction, demonstrating effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills.
Reviews course materials and trainee information, preparing for training delivery.
Update training program and SharePoint site
Prioritize and perform multiple tasks at the same time
Provide coaching to individuals to reach industry leading customer service standards
Promote teamwork and a positive working environment in order to achieve team goals
Work with supervisor to establish individual development goals
Consistently meet/exceed all customer service standards, goals and objectives
Model behavior consistent with the Member Services and Partner Service Customer Service standards, policies and procedures
Other duties as assigned by Supervisor/Manager
Previous experience in Partner Services (BR) preferred but not required
Job Skills / Knowledge:
Strong customer service skills
Strong interpersonal skills
Strong troubleshooting and decision making skills
Prior experience with customer service telephone queue environment
Utilize communication and problem solving skills to effectively manage escalated calls and emails.
Proficient in Microsoft Office Suite
Excellent verbal and written communication skills
Possesses the ability to maintain the strictest confidentiality of company and customer information.
Ability to effectively multi-task
Strong 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
Ability to work independently.

Application Instructions

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