Member Services CC Assoc 1
HSA Bank

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:

• Voice of HSA- handling over-the-phone, fax, and email interactions with customer, with the goal of providing exceptional service to individual accountholders.
• Attend extensive training in customer service methods and product knowledge; including Level 2 training.
• Associates will be asked to support basic internal processes as assigned by Lead or Supervisor.
• Associates must exhibit behaviors outlined in the core service standards, facilitate problem resolution, provide complete and accurate information.
• Call skills- Consumer and 2nd tier of HSA troubleshooting. Tier 2 Support includes but is not limited to:

• Website Navigation
• Debit Card Declines
• Transaction and Balance Information
• Basic HSA Education

Major Duties and Responsibilities:

• Respond to customer inquiries via phone, email, and fax.
• Use judgment to mitigate risk to the Bank while balancing the needs of the customer.
• Perform problem resolution by addressing customer complaints, discrepancies, requests, provide solutions to meet customer needs, and inquiries offering smart.
• Submit work items to complete customer requests interacting with multiple online systems while speaking with customers.
• Work to meet assigned productivity targets and performance goals, including service quality, compliance commitments and other deadlines.
• Adhere to established schedule to support staffing needs based on customer demand.
• Report to work on time for scheduled shifts as well as follow expected time allotment for trainings/breaks and lunches.
• Maintain punctuality for required sign on time (start of shift, lunches and breaks).
• Receive feedback related to performance based on scoring against Core Service Standards.
• Participate in team meetings, regular training and ongoing feedback and coaching sessions for continuous professional growth and development.

Education, Experience & Skills:

• High School Diploma/GED required.
• Experience in reviewing claims submissions, obtain and verify information, correspondence, and process claim payments for flex-spending, dependent care, tuition reimbursement, and health reimbursement arrangements accounts, preferred.
• Minimum 12 months of direct customer service experience (in-person customer facing work experience or call center experience, year of customer service 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.
• Close environment at workstation and wearing headset for long periods of time.
• Heavy keyboard/mouse usage required with repetitive movements.
• High Speed Internet and the ability to directly connect to modem/router in a quite workspace required.

Other:

• Complete 3-week classroom training as required.
• Complete on-the-job training as required to retain job, huddles, Webster University courses, etc.
• Obtain satisfactory results from a background/employment history investigation and drug screening.

The estimated salary range for this position is $19.00USD to $22.00USD. 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.

#LI-BY1

#LI-REMOTE

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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