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: A Contact Center
Lead is responsible for receiving incoming call interactions from agents
to ensure a positive customer experience in a call center environment.
Primary responsibilities include answering incoming call interactions
from agents about employee product questions, first line escalated
calls, supporting servicing, on the call coaching, and support
department leadership goals. Monitors all incoming telephone queues to
ensure all calls are answered within our servicing level agreements and
prioritizes calls accordingly. Helps to ensure HSA Bank maintains
compliance with Federal and State regulations as well as Webster/HSA
Bank policies and procedures. Meets/exceeds individual service goals and
demonstrates operational excellence. Respond to, investigate, negotiate,
and resolve customer complaints through extensive research and
collaboration with other internal departments. Job Responsibilities: *
Work Schedule: 2:00-10:30PM Tuesday-Saturday * Actively provides
operational expertise and support to the Contact Center team. *
Monitors the phone queues and prioritize calls accordingly to ensure all
areas of the Contact Center are meeting our service levels. *
Recommends appropriate internal resource(s) to assist team with
inquiries. * Assists in employee observations and on-the-spot
coaching/training of service team. * Provides on-the-spot constructive
and/or positive feedback to team based on observations. * Resolves
problems on a case-by-case, customer-by-customer basis which may include
policy, procedure, process, compliance and risk assessment. * Takes
ownership of escalated calls and issues and reports systems or policy
issues to appropriate parties. * Acts as an advocate for the customer
by submitting product enhancement feedback through appropriate channels.
* Ensures procedures are current with the corresponding current
processes. * Assists the supervisor/manager with identifying trends
regarding areas of learning opportunities for team. * 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 to
achieve team goals. * Participates in team-training sessions consistent
with the Contact Center\'s customer service standards and guidelines. *
Works with supervisor/manager to establish individual development goals.
* Prioritizes and performs multiple tasks at the same time. *
Consistently meets/exceeds all customer service standards, goals, and
objectives. * Models\' behavior consistent with the Contact Center\'s
customer service standards, policies, and procedures. * Retain existing
customers via reactive servicing through phone queue or email
correspondence by providing exceptional problem solving, ownership, and
follow through. * Ability to work within multiple systems while
handling internal calls, researching, and determining a solution to
resolve the customer\'s concerns and questions. * Responsible for
department user acceptance testing of systems and features. * Product
knowledge expert on multiple product lines including Health Savings
Accounts, Health Reimbursement Accounts, Flexible Spending Accounts,
etc. * Ability to understand and knowledgably explain to clients the
benefits and impact of IRS Tax regulations in relationship to the To
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