Associate, Member Services Member Management

Job Summary:

To provide world-class customer service to our accountholders through performance of operational functions encompassing processing of customer enrollments. Maintain compliance with Federal and State regulations as well as Webster/HSA Bank policies and procedures. Meet/exceed individual service goals and demonstrate operational excellence. Proven proficiency in all major skill sets. Demonstrated self-motivation, flexibility, problem solving and decision-making skills.

Responsibilities:

• Process Employer and Partner electronic enrollment files and customer paper enrollments in a responsible, timely and accurate manner

• Perform business partner outreach through the appropriate channels to resolve issues

• 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

• Assist in training of new Enrollment Associates

• Participate in project testing or as subject matter expert as required

• 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 Operations customer service standards, policies and procedures

• Review, update and/or create new operational procedures as needed

• Other duties as assigned by Supervisor/Manager

REQUIREMENTS:

Education:

• High School / GED required

• Continuing education in Business or Finance desired

Experience:

• 2 years of experience in data entry and analysis, in a financial or healthcare setting preferred

• Prior experience entering personal information for enrollment purposes desired

• Proficiency in Microsoft Office, specifically Excel required

Job Skills / Knowledge:

• Strong customer service skills

• Strong interpersonal skills

• Excellent verbal and written communication skills

• Possesses the ability to maintain the strictest confidentiality of company and customer information

• Ability to effectively multi-task

• Excellent organizational skills with attention to detail

• Ability to work with a diverse work force and customer base

• Demonstrates flexibility and adaptability. Handles day-to-day challenges confidently and willing to adjust to multiple demands, shifting priorities, and rapid change

• Ability to effectively and efficiently use a variety of technologies and software programs

• Strong commitment to achieving personal growth and success

Physical Demands & Working Conditions:

• Typical office environment / working conditions

• Must remain at workstation for long periods of time

• Heavy keyboard/mouse usage required (repetitive movements)

Work Hours:

• Standard 40 hours, Monday to Friday. Flexible, consistent 8-hour shift can be chosen starting between the hours of 7:00AM and 9:00AM central time and ending between the hours of 3:00PM and 5:00PM central time

• Ability to work a rotating shift requiring individual to be online until 4:00pm central time one week per month, with some nights and occasional weekends required

• Overtime hours will be mandated as necessary

• Annual peak season PTO subject to limited availability during peak processing times from the 1st week of December through the 1st week of January

Remote Access:

• Remote processing is required to support business needs. Internet access is the responsibility of the employees

The estimated salary range for this position is $19.00USD to $21.00USD. 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.

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