[Hiring] Associate, Employer Support @HSA Bank, a division of Webster Bank, N.A.

Role Description

The Associate, Employer Support role is essential to providing an exceptional customer experience via telephone, live chat, and email. Responsibilities include:

• Serve as the primary point of contact for assigned clients.
• Build trusted relationships across all levels with employers and consultants.
• Proactively educate clients with information and self-service tools regarding bank processes, procedures, and products.
• Provide exceptional customer service through reactive and proactive servicing via telephone, live chat, and email.
• Develop and execute plans that align employer needs with HSA Bank solutions.
• Provide first contact resolution on every interaction.
• Handle multiple priorities with a strong attention to detail.
• Collaborate cross-functionally with sales, operations, and product teams to ensure a seamless customer experience.
• Proactively identify cross-selling opportunities to maximize client engagement and retention.
• Effectively and efficiently service client needs while hitting SLA and SLO targets.
• Act as the voice of the client to advocate internally for client needs and enhancements.
• Document all employer and consultant interactions to ensure all client and company goals are met.
• Regular, consistent, and punctual attendance.
• Navigate through multiple software applications on multiple screens to manage employer account information.
• Responsible for hitting and achieving team objectives and goals.
• Identify and communicate continuous improvement ideas.
• Deliver educational presentations to employers.
• Ensure all interaction tasks are completed according to team objectives and goals.
• Drive to expand personal and professional growth.
• Other duties and responsibilities as assigned by leadership.

Qualifications

• Passionate about delivering an exceptional customer experience.
• Strong customer service skills.
• Strong interpersonal skills.
• Strong troubleshooting and decision-making skills.
• Strong relationship building skills.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite specifically Microsoft Excel.
• Possesses the ability to maintain the strictest confidentiality of company and customer information.
• Ability to effectively multi-task between multiple screens and multiple programs.
• Strong organizational skills with attention to detail.
• Ability to work with a diverse workforce 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.
• Familiarity with key customer success KPIs.

Requirements

• H.S. Diploma or General Education Degree (GED) required.
• 0-2 years Minimum of 1 year of direct customer service experience with agents and employers (in-person customer facing work experience or call center experience) required.
• 0-2 years of HSA Bank experience preferred.
• 0-2 years of experience servicing partners or large employers preferred.
• Prior experience with customer service telephone queue environment preferred.
• Prior experience with a Customer Relationship Management system (Salesforce) preferred.

Benefits

• The estimated salary range for this position is $22.00 USD to $24.00 USD.
• Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location.
• This position is eligible for incentive compensation.