What are the responsibilities and job description for the Senior Associate, Member Services Contact Center Customer Relations position at HSA Bank, a division of Webster Bank, N.A.?
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?
Respond to, investigate, negotiate, and resolve customer complaints on behalf of Webster Bank through extensive research and collaboration with senior managers of a single business line. Work with and through corporate office of the president, compliance, and legal partners to communicate with state/federal agencies, as warranted, to address regulatory and compliance issues arising from complaints. Handle Unauthorized Disclosure to completion. Facilitate all aspects of the VOCs through the complaint process. Monitor and address all Social Media complaints.
Job Summary
Respond to, investigate, negotiate, and resolve customer complaints on behalf of Webster Bank through extensive research and collaboration with senior managers of a single business line. Work with and through corporate office of the president, compliance, and legal partners to communicate with state/federal agencies, as warranted, to address regulatory and compliance issues arising from complaints. Handle Unauthorized Disclosure to completion. Facilitate all aspects of the VOCs through the complaint process. Monitor and address all Social Media complaints.
What You Will Do
Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity employers that are committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.
Are you ready to join us?
Respond to, investigate, negotiate, and resolve customer complaints on behalf of Webster Bank through extensive research and collaboration with senior managers of a single business line. Work with and through corporate office of the president, compliance, and legal partners to communicate with state/federal agencies, as warranted, to address regulatory and compliance issues arising from complaints. Handle Unauthorized Disclosure to completion. Facilitate all aspects of the VOCs through the complaint process. Monitor and address all Social Media complaints.
Job Summary
Respond to, investigate, negotiate, and resolve customer complaints on behalf of Webster Bank through extensive research and collaboration with senior managers of a single business line. Work with and through corporate office of the president, compliance, and legal partners to communicate with state/federal agencies, as warranted, to address regulatory and compliance issues arising from complaints. Handle Unauthorized Disclosure to completion. Facilitate all aspects of the VOCs through the complaint process. Monitor and address all Social Media complaints.
What You Will Do
- Develop thorough understanding of policies and general business operations of a single business line Develop extensive knowledge of the terms and conditions of products offered, as well as regulatory issues related to such products.
- Use knowledge, discretion, and independent judgment in investigating, responding to, negotiating, and resolving customer complaints on behalf of a line of business. Leads investigation and resolution of customer complaints.
- Research and analyze applicability of various Bank policies in relation to customer complaints. Consider the Bank’s (and the specific business line’s) objectives and regulatory obligations in applying, deviating from, or waiving Bank policies.
- Evaluate and decide between possible responses to complaints. Determine extent to which internal and external resources may assist in providing input or support on resolutions to complaints. Represent Bank in communicating complaint resolution results to appropriate parties.
- Work with senior management to generally recommend, formulate, affect, implement, and interpret Bank policies and/or revisions to policies.
- Correspond on behalf of Bank with OCC, Consumer Finance Protection Bureau, State Banking Department, Better Business Bureau, and Attorney General’s Office during audits and/or complaint resolution.
- Counsel, coach, and train customer support representatives to complaint recurrence avoidance.
- Create and present reports to senior management on complaint resolution metrics and results.
- Practical knowledge of MS Office tools (Excel, Word, PowerPoint).
- Ability to interface with multiple teams and translate business requirements into technical specifications.
- Excellent decision making, judgment and communication – both written and verbal, and collaboration skills.
- Feels comfortable presenting/training groups of individuals online and in person.
- Strong communications, both verbally and written.
- Flexible and agile.
- Takes initiative and solves problems.
- Decisive; extremely accurate and detail oriented.
- Able to act somewhat independently in analyzing various courses of actions, making decisions, and representing HSA Bank in resolving complex customer issues.
- Proficiency in Microsoft Office Suite.
Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity employers that are committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.
Salary : $24 - $26
