[Remote] Member Services Contact Center Associate 1

Note: The job is a remote job and is open to candidates in USA. Webster Bank is dedicated to empowering individuals to save for a healthy future through its healthcare savings offerings. The Member Services Contact Center Associate 1 serves as the frontline to customers, providing exceptional service and support for account inquiries while meeting individual service goals.ResponsibilitiesRetain existing accountholders via reactive servicing through phone queue or email correspondence by providing exceptional problem solving, ownership, and follow throughAbility to work within multiple systems -- Sparak, 1Cloud, Sharepoint, Star, etc. -- while addressing, researching and determining a solution to resolve the customer's concerns and questionsProficient in support of the Health Savings Accounts productAble to knowledgably explain to clients the benefits and impact of IRS Tax regulations in relationship to their HSA accountsUtilize internal resources to respond to customer inquiries accurately and in a timely mannerProcess customer requests and respond to product and service inquiries in a responsible, timely and accurate mannerCommunicate and reinforce changes in operational policies and proceduresResolve problems on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and risk assessmentPrioritize and perform multiple tasks at the same timeTake ownership of escalated issues and report systems or policy issues to appropriate partiesAct as an advocate for the customer by submitting feedback through appropriate channelsConsistently meet/exceed all customer service standardsModel behavior consistent with the Contact Center's customer service standards, policies and proceduresOther duties as assigned by Supervisor/ManagerSkillsH.S. Diploma or General Education Degree (GED) required0-2 years Direct customer service experience (in-person customer facing work experience or call center experience) requiredActive listening skillsStrong customer servicePassion for helping peopleProblem solving skillsEffective communicate skills over the telephoneStrong working knowledge of computer (email, internet, intranet, etc.)Typing skillsAbility to learn all system applications that support Contact Center requests, inquiries and transactionsAbility to effectively multi-taskPositive attitudeFlexibilityExcellent organizational skills with attention to detailAbility to work with a diverse work force and customer baseStrong commitment to achieving personal growth and successAbility to understand HSA Bank's mission, goals, and strategies and support it during customer interactionsAbility to work any shift 24 hours/day, 7 days a week; 8.5 and 10.5 hour shifts; schedule will be defined at the time of hire; however this could change based off business needsCompletion of 2-3 week classroom trainingClose environment at workstation and wearing headset for long periods of timeHeavy keyboard/mouse usage required with repetitive movementsHigh Speed Internet requiredBenefitsThis position is eligible for incentive compensationCompany OverviewWebster is a commercial bank that provides a range of personal and commercial banking services across several states. It was founded in 1935, and is headquartered in Waterbury, Connecticut, USA, with a workforce of 1001-5000 employees. Its website is https://www.websterbank.com.