If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.
Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!
The Client Service Associate I is the frontline to customers, providing excellent service related to a variety of account inquiries. The Client Service Associate is expected to meet or exceed individual service goals for all Contact Center related metrics.Job Summary:
The Client Service Associate I is the frontline to customers, providing excellent service related to a variety of account inquiries. The Client Service Associate is expected to meet or exceed individual service goals for all Contact Center related metrics.
What you will do
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 knowledgably 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.
Other duties as assigned by Supervisor/Manager.
Skills and Abilities
Active listening skills.
Strong customer service.
Passion for helping people.
Problem solving skills.
Effective communicate 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, inquires and transactions.
Ability to effectively multi-task.
Positive attitude.
Flexibility.
Excellent organizational skills with attention to detail.
Ability to work with a diverse work force and customer base.
Strong commitment to achieving personal growth and success.
Ability to understand HSA Bank’s mission, goals, and strategies and support it during customer interactions.
Must have the ability to work a shift confirmed at hire in alignment with operational needs between 6:00 a.m. and 10:00 p.m., Monday-Sunday.
Completion of 2-3 week classroom training.
Close environment at workstation and wearing headset for long periods of time.
Heavy keyboard/mouse usage required with repetitive movements.
High Speed Internet required.
Education Qualifications
H.S. Diploma or General Education Degree (GED) required
Experience Qualifications
0-2 years Direct customer service experience (in-person customer facing work experience or call center experience) required
Physical Demands
Lifting/Carrying N/A
Pushing/Pulling N/A
Bending N/A
Squatting N/A
Kneeling N/A
Twisting/Turning N/A
Climbing N/A
Crawling N/A
Reaching Above Shoulder N/A
Typing/Keyboard Use Frequently
The estimated salary range for this position is $20.00USD to $21.00USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
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Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity employers that are committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.