Associate, Member Services Financial Ops

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.

• 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.

• Strong commitment to achieving personal growth and success