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Bilingual Client Services Coordinator

2 months ago

Lincoln, Nebraska, United States Union Bank & Trust Company Full time
Position Overview

Role Summary: The Bilingual Client Services Coordinator at Union Bank & Trust Company plays a crucial role in managing all aspects of Health Benefit account transactions, customer interactions, and overall account administration. This position requires a strong understanding of IRS guidelines and complex account processing across multiple plan years. The role demands a high degree of responsibility and independent problem-solving skills when assisting clients and executing transactions.

Key Responsibilities:

  • Provide guidance and support to clients regarding account inquiries, product offerings, and service-related matters through various communication channels including phone, email, and in-person interactions.
  • Manage all aspects of Health Savings Accounts (HSA) including contributions, distributions, account setup, CIP verification, accurate tax coding, terminations, and account transfers.
  • Evaluate card transactions and manual claims submitted by clients with FSA, DCA, and LP FSA accounts, ensuring compliance with IRS regulations and plan specifications.
  • Offer assistance and conduct research for FSA and DCA accounts, addressing transaction corrections, refunds, procedural inquiries, documentation, account maintenance, and supporting all claim processing.
  • Review and process claims for Lifestyle and Wellness accounts, ensuring adherence to the specific plans established for each employer.
  • Handle Lockbox contribution checks, ensuring proper coding to the relevant plan year.
  • Process documentation and other correspondence received via mail, digital mail, and fax.
  • Engage in continuous product knowledge training to enhance expertise and stay informed about updates.
  • Update departmental procedures as processes evolve and efficiencies are realized.
  • Ensure daily posting of all transactions, based on non-post and daily reconciliation files.
  • Manage returned mail, tax documents, and returned VISA cards in accordance with VISA regulations and banking policies. Maintain an accurate database and shred log.
  • Cross-train in all Client Services duties within the operations team and provide backup for various processes.
  • Possess knowledge of HSA regulations, Section 125 regulations, HIPAA, and VISA rules.
  • Comply with all banking policies, laws, and regulations relevant to the role. Complete compliance training and adhere to internal processes and controls as required.
  • Report any compliance issues or violations of laws or regulations as outlined in bank policies.
  • Maintain regular and reliable attendance as a fundamental aspect of this position.
  • Perform additional job-related duties or special projects as assigned.

Qualifications:

  • Ability to comprehend and articulate Health Benefits Account guidelines confidently.
  • Fluency in Spanish is required.
  • Familiarity with existing banking software is preferred, or demonstrated capability to quickly learn new software.
  • Strong research skills.

Preferred Attributes:

  • Highly organized.
  • Efficient with time management and driven by deadlines.
  • Independent thinker with sound judgment.
  • Effective communicator.
  • Customer service-oriented.
  • Detail-oriented and accurate.
  • Proficient problem solver.

Work Environment:

This position involves indoor work with no exposure to outdoor elements or hazards.

The role is primarily sedentary, with occasional lifting and/or carrying of items up to ten pounds.

This position may offer a hybrid work-from-home opportunity following the completion of onboarding.