Specialist, Partner Services

Job Title : Specialist, Partner Services

Occupational Category : Please choose the most appropriate choice based on the job title and description.

Duties and Responsibilities of Job : 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? The Specialist, Partner Services supports both internal business relations operations and external client management. This position serves as a team lead for internal colleagues, providing daily support, guidance, and quality control. The specialist also handles and manages escalations. The position also may act as an account manager for a dedicated book of business, delivering best-in-class service to our clients. In addition, the specialist assists and completes case work to provide internal service to our growth teams.

Job Responsibilities :

• Retain existing customers via reactive servicing through phone queue or email correspondence by providing exceptional problem solving, ownership, and follow through.
• Actively provides operational expertise and support to the business relations team and its clients.
• Takes ownership of escalated issues and reports systems or policy issues to appropriate parties.
• Works with supervisor / manager to establish individual development goals.
• Models behavior consistent with the business relations' customer service standards, policies and procedures.
• Ability to work within multiple systems while addressing, researching and determining a solution to resolve the customer's concerns and questions.
• Develop and execute plans that align employer needs with HSA Bank solutions.
• Collaborate cross-functionally with sales, operations, and product teams to ensure a seamless customer experience.
• Product knowledge expert on multiple product lines including health savings accounts, health reimbursement accounts, flexible spending accounts (health and dependent), commuter benefits, etc.
• Maintain clear, complete documentation and client records within Salesforce and internal systems.
• Effectively communicate internally and externally, in a professional manner, while setting accurate expectations for issue resolution.
• Ensure all interactions tasks are completed according to team objectives and goals.
• Drive to expand personal and professional growth.
• Other duties and responsibilities as assigned by leadership.
• Communicate insights, concerns, or opportunities arising from partner interactions to leadership.
• Creates and reviews reports which illustrate aggregate data and trends for their respective assigned temporary relationships.
• Monitors department inboxes to ensure timely responses and issue resolution.
• Escalate issues when necessary and drive recovery efforts.
• Resolve employer issues and provide servicing support via Salesforce case management in a timely and professional manner.
• Act as the go-to resource for day-to-day team questions and task support.
• Serve as the first point of escalation for issues, ensuring swift resolution and documentation.
• First line decision maker on impacts to customer experience such as account fee waivers and bank processes.