What are the responsibilities and job description for the Specialist, Partner Services position at HSA Bank?
Job Details
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.
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serves as a Team Lead for internal colleagues, providing daily support, guidance, and quality control. The Specialist also handles and
manages escalations. The position also may act as an account manager for a dedicated book of business, delivering best-in-class
service to our clients. In addition, the Specialist assists and completes case work to provide internal service to our Growth teams.
Job Summary:
The Specialist, Partner Services supports both internal Business Relations operations and external client management. This position
serves as a Team Lead for internal colleagues, providing daily support, guidance, and quality control. The Specialist also handles and
manages escalations. The position also may act as an account manager for a dedicated book of business, delivering best-in-class
service to our clients. In addition, the Specialist assists and completes case work to provide internal service to our Growth teams.
Job Responsibilities:
Retain existing customers via reactive servicing through phone queue or email correspondence by providing exceptional problem solving, ownership, and follow through.
Actively provides operational expertise and support to the Business Relations team and its clients.
Takes ownership of escalated issues and reports systems or policy issues to appropriate parties.
Works with supervisor/manager to establish individual development goals.
Models' behavior consistent with the Business Relations’ customer service standards, policies and procedures.
Ability to work within multiple systems while addressing, researching and determining a solution to resolve the customer’s concerns and questions.
Develop and execute plans that align employer needs with HSA Bank solutions.
Collaborate cross-functionally with sales, operations, and product teams to ensure a seamless customer experience.
Product knowledge expert on multiple product lines including Health Savings Accounts, Health Reimbursement Accounts, Flexible Spending Accounts (Health and Dependent), Commuter Benefits, etc.
Maintain clear, complete documentation and client records within Salesforce and internal systems.
Effectively communicate internally and externally, in a professional manner, while setting accurate expectations for issue resolution.
Ensure all interactions tasks are completed according to team objectives and goals.
Drive to expand personal and professional growth.
Other duties and responsibilities as assigned by leadership.
Communicate insights, concerns, or opportunities arising from partner interactions to leadership.
Creates and reviews reports which illustrate aggregate data and trends for their respective assigned temporary relationships
Monitors department inboxes to ensure timely responses and issue resolution
Escalate issues when necessary and drive recovery efforts
Resolve employer issues and provide servicing support via Salesforce case management in a timely and professional manner
Act as the go-to resource for day-to-day team questions and task support.
Serve as the first point of escalation for issues, ensuring swift resolution and documentation.
First line decision maker on impacts to customer experience such as account fee waivers and bank processes that result in costs.
Handle first line escalated calls to research and analyze situations which may include policy, procedure, process, compliance and risk assessment.
Monitors the queues and prioritize interactions accordingly to ensure all areas of Business Relations are meeting our service levels.
Recommends appropriate internal resource(s) to assist team with inquiries.
Provides on-the-spot constructive and/or positive feedback to team based on observations.
Review, write, and maintain accurate and up-to-date team procedures and job aids.
Monitor individual and team metrics, flag trends, and suggest data-driven enhancements.
Assists in analyzing data gathered to make recommendations to supervisor on staffing, training opportunities and educational opportunities for customers.
Promotes teamwork and a positive working environment in order to achieve team goals.
Partner with leadership to onboard new team members and support ongoing training and coaching.
Experience, Education and skills:
Minimum of 2–4 years of experience in client services, leadership, customer support, or a related role.
Strong interpersonal and communication skills with the ability to confidently engage with colleagues and clients at all levels.
Demonstrated leadership capability, including resolving conflicts and driving accountability.
Exceptional problem-solving skills with the ability to navigate complex or ambiguous situations.
Experience managing a case or ticketing queue using Salesforce or similar CRM tools.
Excellent organizational and time-management skills; able to manage multiple tasks and shifting priorities effectively.
High attention to detail, especially in written documentation and client communications.
Strong critical thinking and problem-solving abilities.
Ability to analyze data, interpret trends, and make recommendations based on metrics.
Ability to work both independently and collaboratively within a team environment.
Understanding of SLAs, KPIs, and performance metrics in a service-oriented setting.
Understanding of call center or business-to-business support operations.
Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
Experience drafting and reviewing internal knowledge articles, SOPs, or training content. Typical office environment and working conditions.
Ability to work any shift between 7:00 AM and 7:00 PM, CT.
Must remain at workstation for long periods of time.
Heavy keyboard/mouse usage required (repetitive movements).
Headset usage required for long periods of time.
The estimated salary range for this position is $50,000USD to $56,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
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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 : $56,000