Call Center Representative

• 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.

Member Services Contact Center Associate

Call Center Representative

Supervisor, Contact Center

Call Center Agent

Outbound Call Center Agent

Customer Contact Center Representative