What are the responsibilities and job description for the Customer Care Coordinator position at Union Bank & Trust?
Position Summary: The Omnify Customer Care Coordinator is responsible for all facets of Health Benefit account contributions, distributions, customer communication and general account maintenance. This level of position is knowledgeable of IRS regulations and complex processing over plan years as well as having a high level of responsibility and independent problem solving when assisting customers and processing transactions.
Essential Functions
Indoor work not exposed to outdoor elements or hazards.
Sedentary work, occasional lifting and/or carrying up to ten pounds.
This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.
PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.
Essential Functions
- Educate and assist customers with account inquiries, product, and service-related issues over the phone, email and in- person.
- Process all facets of Health Savings Account (HSA) contributions, distributions, account opening, CIP verification, proper tax coding, terminations and transfer of accounts.
- Adjudicate card transactions and manual claims submitted by employees with FSA, DCA, and LP FSA accounts in compliance with IRS regulations and plan design.
- Provide support and research for FSA and DCA accounts including transactions corrections, refunds, procedures, documentation, account maintenance, and back up all claim processing.
- Adjudicate Lifestyle and Wellness account claims, in compliance with the individually designed plans for each employer.
- Provide support and research for COBRA participants including operational procedures, enrollments, and account maintenance.
- Process documentation, and other paperwork sent via mail, digital mail, and the fax queue.
- Participate in ongoing product knowledge training to enhance skills and keep up to date with changes.
- As processes change and efficiencies are created, ensure department procedures are kept up to date.
- Ensure all transactions are posted daily, based on non-post and the daily reconciliation file.
- Process returned mail, tax forms, and return VISA cards in compliance with VISA regulations and bank policy, Maintain the database and shred log up to date with accurate data.
- Crosstrain in all Omnify duties within the operations team and provide back up for various processes.
- Knowledge of HSA regulations, Section 125 regulations, HIPAA, VISA rules, are required.
- Understand and adhere to all bank policies, laws, and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
- Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
- Regular and reliable attendance is an essential function of this position.
- Perform other job-related duties or special projects as assigned.
- Ability to learn and understand Health Savings Accounts, guidelines and project confidence in explaining them.
- Knowledge of existing bank software preferred or demonstrated ability to learn new software quickly.
- Research skills.
- Organized
- Time efficient and deadline driven
- Independent with good judgment
- Effective communicator
- Customer service oriented
- Accurate and detailed
- Problem solver
Indoor work not exposed to outdoor elements or hazards.
Sedentary work, occasional lifting and/or carrying up to ten pounds.
This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.
PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.