Associate, Member Services Financial Ops

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?

Jo b Summary:

To provide world-class customer service to our accountholders through performance of operations functions encompassing processing of customer contributions.  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:

• Process customer contributions and invoice payments received via paper check within designated regulations 

• Perform accountholder and business partner outreach to resolve contribution 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. 

• 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 8:00 a.m. and 5:00 p.m.     

• Overtime hours will be mandated as necessary.   

• Due to peak processing times, PTO approvals will be limited during the months of December-January and April-May.  

Please list key skills/experience qualifications for the role: 

• High school diploma or GED required. 

• Advanced degree – Associates, Bachelors, Masters, etc. – preferred. 

• 2 years’ experience in data entry, in a finance or healthcare setting preferred 

• Experience in cash handling or balancing preferred 

• Experience processing invoices preferred 

• Proficient in Microsoft Office Suite, specifically Excel 

• Experience with QuickBooks, is a plus 

• Proficient in 10-key 

• 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.