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HSA Lead Contact Center Representative

HSA Lead Contact Center Representative

Job Description

Lead Representative
Basic Function:
Briefly summarize the purpose or function of this position:
Responsible for the day-to-day supervision and coaching of the Contact Center team in servicing of our accountholders and business relations to ensure a positive customer experience.  May be focused on training, metric gathering/analysis or staff coaching and leadership.  Monitor all incoming telephone queues to ensure all calls are answered within our servicing level agreements. Maintain compliance with Federal and State regulations as well as Webster/HSA Bank policies and procedures. Meet/exceed individual service goals, and demonstrate operational excellence.  Proven proficiency in all major skill sets.  Demonstrated self motivation, flexibility, problem solving and decision making skills.
• Actively manage the Contact Center floor and assist by providing operational expertise and support as well as ensuring schedule adherence by team.
• Monitor the phone queues and prioritize calls accordingly to ensure all areas of the Contact Center are meeting our service levels
• Recommend appropriate internal resource(s) to assist team with inquiries.
• Assist in observations and on-the-spot coaching/training of service team.
• Provide on-the-spot constructive and/or positive feedback to team based on observations.
• Resolve problems on a case-by-case, customer-by-customer basis which may include policy, procedure, process, compliance and risk assessment.
• Available resource to the rest of the Client Contact Center as well as first level of escalation
• Take ownership of escalated calls and issues and report systems or policy issues to appropriate parties.
• Act as an advocate for the customer by submitting feedback through appropriate channels.
• Ensure proper and adequate staff training, including new hire and ongoing training
• Ensure training documents are current with the corresponding current processes
• Facilitate continued improvement in the new hire training program both in training time and skills sets trained
• Assist the supervisor manager with identifying trends with regard to areas of learning opportunities for team.
• Assists in the gathering and analysis of the moving parts of the customer servicing department, including average handle time, availability, customer call behaviors etc.
• Assist in analyzing the data gathered to make recommendations to supervisor on staffing, training opportunities and educational opportunities for customers.
• Assists in the preparation of department performance presentations.  Timeframes can vary from weekly to monthly to annual performance.
• Promote teamwork and a positive working environment in order to achieve team goals.
• Participate in team-training sessions consistent with the Contact Center’s Customer Service standards and guidelines.
• Work with supervisor to establish individual development goals.
• Prioritize and perform multiple tasks at the same time
• Consistently meet/exceed all customer service standards, goals and objectives
• Model behavior consistent with the Contact Center’s customer service standards, policies and procedures.
• Other duties as assigned by Supervisor/Manager


Job Requirements

• High School / GED required.
• Some college preferred
• 3-5 years of call center or customer service related experience (ie, office work, working with customers, work study jobs, etc.)
• 3 years of HSA Bank experience
Job Skills / Knowledge:
• Strong customer service skills
• Strong interpersonal skills
• Strong troubleshooting and decision making skills
• Prior experience with customer service telephone queue environment
• Intermediate project management skills
• Basic managerial/leadership skills
• Utilize communication and problem solving skills to effectively manage escalated calls and emails.
• Proficient in Microsoft Office Suite including Access
• Excellent verbal and written communication skills
• Possesses the ability to maintain the strictest confidentiality of company and customer information.
• Ability to effectively multi-task
• Strong 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
• Spanish speaking a plus!
Physical Demands & Working Conditions: 
• Typical office environment / working conditions
• Ability to work any shift between 7:00 a.m. and 9:00 p.m., Monday through Friday
• Must remain at workstation for long periods of time
• Heavy keyboard/mouse usage required (repetitive movements).

  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
  • Please view Equal Employment Opportunity Posters provided by OFCCP

Job Snapshot

Employment Type Full-Time
Job Type Retail
Education High School
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 14-0486
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HSA Lead Contact Center Representative

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