Specialist, Partner Relations

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?

Under the direct Supervision of the Partner Service Manager, the Partner Relations Specialist is responsible for managing daily issue resolution and providing administrative support for specific assigned Partners/Large Employers with money movement or audit risk. Takes ownership for providing communication plans and escalation tracking for proper internal and external visibility. This position also acts as a backup for Partner Service Managers for lower-level partner responsibilities.

What you will do

• Acts as a Partner Subject Matter expert for assigned partners being internal and external support.

• Assist Partner Service Managers with critical needs and support to meet partner goals.

• Assist with managing, monitoring and identifying service trends based on file, intake, operational data.

• Identify scalable processes that will work across all of our partner relationships to meet or improve goals.

• Regularly review internal knowledge base content for consistency, quality, and ease-of-use for assigned partners.

• Gather insights from our support teams to identify trends and opportunities for improvement.

• Own the success and serve as point of contact for critical high risk partner tasks.

• Own Partner custom money movement processes with extreme detail to contractual obligations.

• Proactively monitors file processing.

• Act as file expert for each Partnership we support.

• Responsible for daily ownership of Partner dashboard updates and necessary reporting to partners.

• Responsible for performing customized monthly processes per Partner which include critical decision-making responsibilities to assist in partner framework being successful.

• Escalate issues when appropriate and drives recovery efforts.

• Identifies systemic issues as they occur and works with Senior/Manager to rectify.

• Resolve partner support through case management in a timely and professional manner.

• Support Partner specific project work in reference to internal/external enhancements to improve our Partner experience.

Skills and Abilities

• Strong interpersonal skills.

• Proven customer service experience.

• Adaptability to prioritize workload and frequently transition between different focuses aligned with role and responsibilities.

• Utilize communication and problem-solving skills to effectively perform assigned assignments.

• Working knowledge of computer and processing skills (email, internet, intranet, etc.).

• Proficient in Microsoft Office Suite with proven ability in lookups and macros.

• Excellent verbal and written communication skills.

• Possesses the ability to maintain the strictest confidentiality of company and customer information.

• Ability to effectively multi-task.

• Excellent organizational skills with attention to detail.

• Ability to work with a diverse work force and customer base.

• Demonstrates flexibility and adaptability. Handles day-to-day challenges confidently and willing to adjust to multiple demands, shifting priorities, and rapid change.

• Strong commitment to achieving personal growth and success.

Education Qualifications

• H.S. Diploma or General Education Degree (GED) required

Experience Qualifications

• 3-4 years experience minimum servicing partners and large employers required

• 0-2 years experience minimum with employee benefits, TPA’s or insurance carriers with preference to HSA/Notional products required

The estimated salary range for this position is $54,000USD to $56,000USD. 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.