Member Services CC Associate 1
Webster Bank

Job Info

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Date Active
May 30, 2023 4:32:24 PMRequisition #
23-1376Hours Per Week
40Location
NJ Region-NJHOMCity
OpenState
New JerseyJob Description / Requirements

At HSA Bank, we're working toward a world where everyone is confidently engaged with their health and wealth. We are devoted to delivering an outstanding user experience and our offerings in the healthcare savings space drive down healthcare costs, increase access, and assist with decision-making for individuals, employers, and partners. Plan Administrative Services and Benefit Services are administered by Webster Servicing LLC. To learn more, visit .

Are you ready to join us?

The Member Services Associate I is the frontline to customers, providing excellent service related to a variety of account inquiries. The Member Services Associate is expected to meet or exceed individual service goals for all Contact Center related metrics.

• 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.
• 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

Experience:

• High School diploma/ GED Required.
• Minimum of 6 months of direct customer service experience (in-person customer facing work experience or call center experience)

Job Skills / Knowledge Demonstrated:

• Active listening skills
• Strong customer service
• Passion for helping people
• Problem solving skills
• Effective communicate 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, inquires and transactions.
• Ability to effectively multi-task
• Positive attitude
• Flexibility
• Excellent organizational skills with attention to detail
• Ability to work with a diverse work force 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

Environment:

• 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
• 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 movement
• High Speed Internet required

Equal Opportunities

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.

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