Member Services Contact Center Associate

Job Description:

• Retain existing accountholders via reactive servicing through phone queue or email correspondence by providing exceptional problem solving, ownership, and follow-through.
• Ability to work within multiple systems -- Sparak, 1Cloud, Sharepoint, Star, etc. -- while addressing, researching and determining a solution to resolve the customer's concerns and questions.
• Proficient in support of the Health Savings Accounts product.
• Able to knowledgeably explain to clients the benefits and impact of IRS Tax regulations in relationship to their HSA accounts.
• Utilize internal resources to respond to customer inquiries accurately and in a timely manner.
• Process customer requests and respond to product and service inquiries in a responsible, timely and accurate manner.
• Communicate and reinforce changes in operational policies and procedures.
• Resolve problems on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and risk assessment.
• Prioritize and perform multiple tasks at the same time.
• Take ownership of escalated issues and report systems or policy issues to appropriate parties.
• Act as an advocate for the customer by submitting feedback through appropriate channels.
• Consistently meet/exceed all customer service standards.
• Model behavior consistent with the Contact Center's customer service standards, policies and procedures.

Requirements:

• H.S. Diploma or General Education Degree (GED) required
• 0-2 years Direct customer service experience (in-person customer facing work experience or call center experience) required
• Active listening skills.
• Strong customer service.
• Passion for helping people.
• Problem-solving skills.
• Effective communication skills over the telephone.
• Strong working knowledge of computer (email, internet, intranet, etc.).
• Typing skills.
• Ability to learn all system applications that support Contact Center requests, inquiries, and transactions.
• Ability to effectively multi-task.
• Positive attitude.
• Flexibility.
• Excellent organizational skills with attention to detail.
• Ability to work with a diverse workforce and customer base.

Benefits:

• Health insurance
• Incentive compensation