Sr. Client Service Manager
Webster Bank

Job Info

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Date Active
May 10, 2023 3:06:33 PMRequisition #
23-1399Hours Per Week
40Location
SC Region-SCHOMCity
OpenState
South CarolinaJob 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?

Job Summary:

Works independently and jointly with Large Employers, Business Development, Relationship Management, Partner Integrations, and other internal service teams to support the Partner's service health and integration. Takes a service support role on large group implementations, on-boarding, customizations, and retention. Owns day to day service resolutions for our large/national complex group employers through proactive and reactive servicing components, along with education and training.

• Services and knows our customers' business processes
• Identifies and supports RM/AM in training program for assigned partners and groups
• Tracks and reports on SLA and other service commitments for assigned partners and groups, provides information necessary for RM/AM to prepare full client scorecard
• Identifies and works with RM/AM on client efficiency opportunities
• Provides valuable feedback for the effective training of bank members on large groups to expand bank-wide knowledge
• Creates and reviews reports which illustrate aggregate data and trends for their respective assigned relationships
• Provides first level problem resolution to support Business Relations and is a liaison between Business Relations, Business Development and other departments in addressing concerns shared by the channel partner or large group
• Attends quarterly or as needed partner health onsite meetings
• Supports team on coordination and execution for enhanced functionality for assigned clients.
• Orchestrate and Lead a per client Experience/Touchpoint Monthly Audit in order to document the client Health.
• Manages client escalations, along with escalation log, and proper root cause analysis
• Assists with internal departmental training and procedures
• Work jointly with AM/RM team to document strategic activities
• Assist with RFP/Renewals by providing valuable feedback to AM/RM teams
• Manages daily external clients
• Actively engages external contacts in fostering trusting relationships
• Mentors Client Managers and is a resource for questions
• Point of escalation for Client Managers
• Other duties as assigned

Experience:

• Bachelor's degree in communications or related Business degree preferred.
• Minimum of 3 years' experience in account/relationship management or in employee benefits consulting. Experience implementing technical solutions.
• Prior experience with onboarding and implementation of Health Savings Accounts, Health Reimbursement Accounts and Flexible Spending Accounts preferred.
• Thorough understanding of current consumer directed health account product offerings, as well as tools and services provided to new and existing accounts.
• Strong leadership and presentation skills required.
• Travel is required (minimum 10%)

The estimated salary range for this position is $80,730.00 USD to $98,670.00 USD. 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.

#LI-BY1

#LI-REMOTE

#ZR
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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