Splst, Member Svcs Cc Lead - Milwaukee, United States - HSA Bank

HSA Bank

Verified Company

Milwaukee, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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.

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 onthespot coaching/training of service team.
Provides onthespot constructive and/or positive feedback to team based on observations.
Resolves problems on a casebycase, customerbycustomer 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 teamtraining 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.
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 accounts.
Other duties as assigned by supervisor/manager.

Education, Experience & Skills:

High School / GED required.
Some college preferred
2 years of call center or customer servicerelated experience (i.e., office work, working with customers, work study jobs, etc.), 3 years is preferred.
2 years of HSA Bank experience is preferred.

Job Skills:

Strong customer service skills
Strong interpersonal skills
Strong troubleshooting and decisionmaking skills
Excellent verbal and written communication skills
Prior experience with customer service telephone queue environment
Basic project management skills
Basic managerial/leadership skills
Proficient in Microsoft Office Suite
Possesses the ability to maintain the strictest confidentiality of company and customer information
Ability to effectively multitask
Strong organizational skills with attention to detail
Ability to work with a diverse work force and customer base
Demonstrates flexibility and adaptability.
Handles daytoday challenges confidently and willing to adjust to multiple demands, shifting priorities, and rapid change
Strong commitment to achieving personal growth and success
Spanish speaking a plus