Associate, Member Services Financial Operations

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:

To provide world-class customer service to our accountholders through performance and oversight of operations functions encompassing account transactions.  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.

Key responsibilities for the role: 

• Process account closing, Trustee to Trustee transfer, withdrawal and stop payment requests in an accurate and timely manner.  

• Respond to and process requests within team inbox, Salesforce and SharePoint in an accurate and timely manner.  

• Assist and work in team growth projects and continuous process improvements.  

• 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 other Coordinators. 

• 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. 

• Assist other Member Services teams when needed or requested 

• Other duties as assigned by Supervisor/Manager 

Work Hours:   

• Standard 40 Hours, 8 hours per day, Monday to Friday.  Consistent 8 hour shift can be chosen between the hours of 7:00 a.m. and 5:00 p.m.    

• Overtime hours will be mandated as necessary.  

• Due to peak processing times, PTO approvals will be limited to one person at a time starting the 1st week of December thru the last week of February.  

Key skills/experience qualifications for the role: 

• High school diploma or GED required. 

• Continuing education in Business or Finance desired. 

• 1-2 years of experience in data entry and analysis, in a financial or healthcare setting preferred  

• Experience with fund transfers and distributions desired  

• Experience/knowledge with tax reporting desired  

• Proficient in Microsoft Office Suite  

• Proficient in 10-key  

• Strong customer service skills 

• Strong interpersonal