[Remote] Member Services Contact Center Associate 1

Note: The job is a remote job and is open to candidates in USA. Webster Bank is dedicated to empowering individuals to save for a healthy future through their healthcare savings offerings. The Member Services Contact Center Associate I serves as the primary point of contact for customers, providing exceptional service and support for account inquiries while meeting service goals and maintaining high customer satisfaction standards.

Responsibilities

• Retain existing accountholders via reactive servicing through phone queue or email correspondence by providing exceptional problem solving, ownership, and follow through
• Ability to work within multiple systems -- Sparak, 1Cloud, Sharepoint, Star, etc. -- while addressing, researching and determining a solution to resolve the customer's concerns and questions
• Proficient in support of the Health Savings Accounts product
• Able to knowledgably explain to clients the benefits and impact of IRS Tax regulations in relationship to their HSA accounts
• Utilize internal resources to respond to customer inquiries accurately and in a timely manner
• Process customer requests and respond to product and service inquiries in a responsible, timely and accurate manner
• 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
• 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 the Contact Center's customer service standards, policies and procedures
• Other duties as assigned by Supervisor/Manager

Skills

• H.S. Diploma or General Education Degree (GED) required
• 0-2 years Direct customer service experience (in-person customer facing work experience or call center experience) required
• 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
• 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
• Completion of 2-3 week classroom training
• Close environment at workstation and wearing headset for long periods of time
• Heavy keyboard/mouse usage required with repetitive movements
• High Speed Internet required

Benefits

• This position is eligible for incentive compensation

Company Overview