Senior Analyst, Partner Relations

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?

The Lead Representative serves as a critical liaison between internal teams and external partners, ensuring the delivery of high-quality, consistent service and operational excellence across multiple product lines. This role leverages deep product, system, and industry expertise to support complex servicing needs, resolve escalations, and drive partner satisfaction.
The Lead Representative provides day-to-day operational guidance, coaching, and support to team members, while collaborating cross-functionally with key stakeholders to ensure alignment. This position plays a key role in identifying trends, analyzing performance data, and driving continuous improvement initiatives that enhance efficiency, mitigate risk, and strengthen partner relationships.
Additionally, the Lead Representative contributes to training, development, and knowledge-sharing efforts, while influencing service strategies and best practices based on frontline experience. This role requires strong leadership, problem-solving, and communication skills, with the ability to manage competing priorities in a fast-paced environment while maintaining a strong focus on both internal team success and external partner outcomes.

What you will do

• Serve as a subject matter expert on consumer-directed healthcare products (e.g., HSA, HRA, FSA), providing guidance to internal teams and external partners.

• Act as a primary point of contact for Partner Relations, supporting complex servicing inquiries, escalations, and relationship needs.

• Maintain deep expertise across core servicing systems and platforms (e.g., WEX, Apex, Bend, Spark, Salesforce, DocuSign) to efficiently navigate, research, and resolve issues.

• Function as a liaison between internal teams and external partners, ensuring alignment with policies, processes, and service expectations in both standard and escalated scenarios.

• Provide operational leadership and day-to-day support, guiding team members through complex issues and removing barriers to service delivery.

• Analyze service trends and performance data to identify root causes, risks, and opportunities for improvement.

• Conduct in-depth research and exercise sound judgment to determine appropriate resolutions and policy exceptions within established risk tolerances.

• Support leadership in assessing team performance, identifying strengths and development opportunities, and contributing to talent development plans.

• Deliver real-time coaching, mentoring, and training, including leading team huddles and facilitating knowledge sharing.

• Oversee and contribute to training initiatives, ensuring materials, processes, and knowledge transfer effectively support team success.

• Provide strategic input on service policies, procedures, and best practices based on direct experience with partners and internal operations.

• Identify and drive continuous improvement initiatives to enhance service delivery, partner satisfaction, and operational efficiency.

• Collaborate cross-functionally with leaders, SMEs, and departments (e.g., Compliance, Legal, Audit) to address partner needs and ensure regulatory adherence.

• Lead partner-facing sessions (e.g., lessons learned, performance reviews), prioritizing improvement opportunities and developing actionable plans.

• Act as a backup resource for Partner Relations functions, ensuring continuity of service and operational support.

• Promote a positive, collaborative team environment, modeling service excellence and reinforcing organizational values.

• Effectively manage multiple priorities, balancing tactical execution with strategic initiatives in a fast-paced environment.

• Utilize multiple systems simultaneously to research, troubleshoot, and resolve complex inquiries with accuracy and efficiency.

• Support the development and execution of long-term partner success strategies within the service delivery framework.

• Travel as needed to engage with partners, strengthen relationships, and support continuous improvement efforts.

• Perform additional duties as assigned in support of team and organizational objectives.

Skills and Abilities

• Ability to deliver a high-quality customer and partner experience

• Strong interpersonal skills with the ability to build trusted relationships with internal stakeholders and e