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:
Voice of HSA- handling over-the-phone, fax, and email interactions with customer, with the goal of providing exceptional service to individual accountholders.
Attend extensive training in customer service methods and product knowledge; including Level 2 training.
Associates will be asked to support basic internal processes as assigned by Lead or Supervisor.
Associates must exhibit behaviors outlined in the core service standards, facilitate problem resolution, provide complete and accurate information.
Call skills- Consumer and 2nd tier of HSA troubleshooting. Tier 2 Support includes but is not limited to:
Website Navigation
Debit Card Declines
Transaction and Balance Information
Basic HSA Education
Major Duties and Responsibilities:
Respond to customer inquiries via phone, email, and fax.
Use judgment to mitigate risk to the Bank while balancing the needs of the customer.
Perform problem resolution by addressing customer complaints, discrepancies, requests, provide solutions to meet customer needs, and inquiries offering smart.
Submit work items to complete customer requests interacting with multiple online systems while speaking with customers.
Work to meet assigned productivity targets and performance goals, including service quality, compliance commitments and other deadlines.
Adhere to established schedule to support staffing needs based on customer demand.
Report to work on time for scheduled shifts as well as follow expected time allotment for trainings/breaks and lunches.
Maintain punctuality for required sign on time (start of shift, lunches and breaks).
Receive feedback related to performance based on scoring against Core Service Standards.
Participate in team meetings, regular training and ongoing feedback and coaching sessions for continuous professional growth and development.
Education, Experience & Skills:
High School Diploma/GED required.
Experience in reviewing claims submissions, obtain and verify information, correspondence, and process claim payments for flex-spending, dependent care, tuition reimbursement, and health reimbursement arrangements accounts, preferred.
Minimum 12 months of direct customer service experience (in-person customer facing work experience or call center experience, year of customer service experience).
Job Skills / Knowledge Demonstrated:
Active listening skills
Strong customer service
Passion for helping people
Problem solving skills.
Effective communicate skills over the telephone.
Strong working knowledge of computer (email, internet, intranet, etc.)
Typing skills
Ability to learn all system applications that support Contact Center requests, inquires and transactions.
Ability to effectively multi-task
Positive attitude
Flexibility
Excellent organizational skills with attention to detail
Ability to work with a diverse work force and customer base.
Strong commitment to achieving personal growth and success.
Ability to understand HSA Bank's mission, goals, and strategies and support it during customer interactions.
Environment:
Ability to work any shift 24 hours/day, 7 days a week; 8.5- and 10.5-hour shifts; schedule will be defined at the time of hire, however this could change based off business needs.
Close environment at workstation and wearing headset for long periods of time.
Heavy keyboard/mouse usage required with repetitive movements.
High Speed Internet and the ability to directly connect to modem/router in a quite workspace required.
Other:
Complete 3-week classroom training as required.
Complete on-the-job training as required to retain job, huddles, Webster University courses, etc.
Obtain satisfactory results from a background/employment history investigation and drug screening.
The estimated salary range for this position is $19.00USD to $22.00USD. 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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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
