At HSA Bank, we’re working toward a world where everyone is empowered to save for a health
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Are you ready to join us?
Job Summary:
- Voice of HSA- handling over-the-phone, fax, and email interactions with customer, to provide 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.
