Job Information
HSA BANK Member Service CC Assoc 1 in MILWAUKEE, Wisconsin
JOB REQUIREMENTS: 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 and inquiries offering smart. * solutions to meet customer needs. * 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. * Minimum 6 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 required. Other: * Complete 2 to 3-week classroom training as required. * Complete on-the-job training as required to retain job, huddles, Webster University courses, To view the full job description please use the link below. https://www.aplitrak.com/?adid=YmJnZW5lcmljLjI1NTc0Ljg3NzBAd2Vic3RlcmNvbXAuYXBsaXRyYWsuY29t ***** APPLICATION INSTRUC IONS: Apply Online: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjI1NTc0Ljg3NzBAd2Vic3RlcmNvbXAuYXBsaXRyYWsuY29t