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HSA Bank, a division of Webster Bank, N.A. · 16 hours ago

Member Services CC Assoc 1-1

Milwaukee, WI

Full-time

Onsite

New Grad, Entry Level

0+ years exp

HSA Bank is focused on empowering individuals to save for a healthy future through their healthcare savings offerings. The Client Service Associate I serves as the frontline to customers, providing exceptional service related to account inquiries and ensuring customer satisfaction through effective problem-solving and communication.

Banking

Responsibilities

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, point, Star, etc. while addressing, researching and determining a solution to resolve the customer's concerns and questions

Proficient in support of the Health Savings Accounts product

Able to 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

Qualification

Customer serviceHSAComputer proficiencyMulti-taskingProblem solvingEffective communicationTyping skillsActive listeningOrganizational skillsFlexibility

Required

H.S. Diploma or General Education Degree (GED) required

0-2 years Direct customer service experience (in-person customer facing work experience or call center experience) required

Ability to work within multiple systems - Sparak, 1Cloud, point, Star, etc

Proficient in support of the Health Savings Accounts product

Able to 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

Completion of 2-3 week classroom training

Close environment at workstation and wearing headset for long periods of time

Heavy keyboard/mouse usage required with repetitive movements

High Speed Internet required

Active listening skills

Strong customer service

Passion for helping people

Problem solving skills

Effective communication skills over the telephone

Strong working knowledge of computer (email, internet, intranet, etc.)

Typing skills

Ability to learn all system applications that support Contact Center requests, inquiries and transactions

Ability to effectively multi-task

Positive attitude

Flexibility

Excellent organizational skills with attention to detail

Ability to work with a diverse workforce and customer base

Strong commitment to achieving personal growth and success

Ability to understand HSA Bank's mission, goals, and strategies and support it during customer interactions

Ability to work any shift 24 hours/day, 7 days a week; 8.5 and 10.5 hour shifts; schedule will be defined at the time of hire; however this could change based off business needs