Associate, Member Services, Financial Operations

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

To provide world-class customer service to our accountholders through performance of complex Member Services functions including but not limited to processing of ACH origination/receipt; ACH returns/NOC's; NSF, in-clearing, return and forward cash letters; check adjustments; statement processing; research requests; file processing; SOX testing; year-end tax processing; and performing complex reconciliations. Additionally, this role includes training, troubleshooting, research and quality control checks. Maintain compliance with Federal and State regulations, NACHA rules and regulations as well as Webster/HSA Bank policies and procedures. Meet/exceed individual performance goals, service level objectives, and demonstrate operational excellence. Proven proficiency in all major skill sets. Support continuous improvement efforts and demonstrate self- motivation, flexibility, problem solving and decision-making skills.

Job Summary

To provide world-class customer service to our accountholders through performance of complex Member Services functions including but not limited to processing of ACH origination/receipt; ACH returns/NOC's; NSF, in-clearing, return and forward cash letters; check adjustments; statement processing; research requests; file processing; SOX testing; year-end tax processing; and performing complex reconciliations. Additionally, this role includes training, troubleshooting, research and quality control checks.  Maintain compliance with Federal and State regulations, NACHA rules and regulations as well as Webster/HSA Bank policies and procedures. Meet/exceed individual performance goals, service level objectives, and demonstrate operational excellence.  Proven proficiency in all major skill sets.  Support continuous improvement efforts and demonstrate self- motivation, flexibility, problem solving and decision-making skills.

What you will do

• Process account Excess Contributions removal, Internal Transfers, Account adjustments, Contribution Corrections, Refunds, Stop payments, and processing of Death and Divorce payments in an accurate and timely manner.

• Process accountholder reimbursement requests.

• Assist in training of tasks.

• Prioritize and perform multiple tasks at the same time

• Regularly review procedures and update as needed, as well as create new procedures as needed.

• 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 Member Service standards, policies and procedures.

• Other duties as assigned by Supervisor/Manager/Team Lead.

Skills and Abilities

• Transaction processing and knowledge of compliance policy and regulations.

• Proficiency in Microsoft Office Suite, specifically Excel required (create macros and edit formulas, copy and paste data, sort, perform formatting, rename a file).

• Proficiency in 10-key.

• Strong customer service, interpersonal and decision-making skills.

• Troubleshooting and problem analysis 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.

• Demonstrates ability to think critically.

• Strong commitment to achieving personal growth and success.

• Ability to remain organized, motivated and self-disciplined when working remotely.

Education Quali