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Sr. Client Service Manager

2 months ago

Green Bay, United States HSA Bank Full time

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?

Job Summary:

Works independently and jointly with Large Employers, Business Development, Relationship Management, Partner Integrations and other internal service teams to support the Partner's service health and integration. Takes a service support role on HSA Bank's largest group implementations, on-boarding, customizations and retention. Owns day to day service resolutions for our key complex employers through proactive and reactive servicing components, along with education and training.

Job Responsibilities:

  • Services and knows our customers' business processes
  • Identifies and supports RM/AM in training program for assigned partners and groups
  • Tracks and reports on SLA and other service commitments for assigned partners and groups, provides information necessary for RM/AM to prepare full client scorecard
  • Identifies and works with RM/AM on client efficiency opportunities
  • Provides valuable feedback for the effective training of bank members on large groups to expand bank-wide knowledge
  • Creates and reviews reports which illustrate aggregate data and trends for their respective assigned relationships
  • Provides first level problem resolution to support Business Relations and is a liaison between Business Relations, Business Development and other departments in addressing concerns shared by the channel partner or large group
  • Attends quarterly or as needed partner health onsite meetings
  • Supports team on coordination and execution for enhanced functionality for assigned clients.
  • Orchestrate and Lead a per client Experience/Touchpoint Monthly Audit in order to document the client Health.
  • Manages client escalations, along with escalation log, and proper root cause analysis
  • Assists with internal departmental training and procedures
  • Work jointly with AM/RM team to document strategic activities
  • Assist with RFP/Renewals by providing valuable feedback to AM/RM teams
  • Manages daily external clients
  • Actively engages external contacts in fostering trusting relationships
  • Mentors Sr Client Managers/Client Managers and is a resource for questions
  • Point of escalation for Client Managers
  • Benefits Certification
  • Supports Finalist Presentations with Sales Representatives
  • Other duties as assigned
Experience/Education/Skills Set:
  • Bachelor degree in Communications or related Business degree preferred.
  • Minimum of 5 years' experience in account/relationship management or in employee benefits consulting. Experience implementing technical solutions.
  • Prior experience with onboarding and implementation of Health Savings Accounts, Health Reimbursement Accounts and Flexible Spending Accounts preferred.
  • Thorough understanding of current consumer directed health account product offerings, as well as tools and services provided to new and existing accounts.
  • Strong leadership and presentation skills required.


Travel is required (minimum 10%)

The estimated salary range for this position is $75,000USD to $85,000USD. 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.

#LI-BY1

#LI-REMOTE

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.