HSA/TPA Health Benefits Participant Services Manager

At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success. If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you.

Associated Bank requires you to directly represent yourself and your own experiences during the recruiting and hiring process.

This person will:

* Oversee all participant service functions within Associated Benefits Connection including HSA, FSA, HRA, and Commuter accounts.
* Manage all service levels to meet our service level goals which include quality, productivity and revenue requirements.
* Analyze and resolve high level escalated customer complaints received via all channels in a manner that retains and satisfies participants while protecting the interest of the bank, override policy within your guidelines when necessary. Represent Participant Services to ensure our customer and colleague's needs are being solved for as products and systems are developed or changed.
* Manage the cross training of Participant Account Managers across sites on all servicing needs to ensure consistency in our service delivery and the ability to handle all the customer's needs on one call.
* Represent Associated Benefits Connection as a subject matter expert and decision maker related to all participant services for projects including but not limited to process, product changes, system changes and cost reduction initiatives.
* Manage a highly trained and experienced team of Account Managers to service all of our HSA and TPA portfolio customer's needs via phone, email, letter, etc. Develop and foster a strong customer advocacy focused environment.
* Responsible for Performance Management. Provide honest, helpful and timely feedback to colleagues on their performance. Convey trust in colleague's competencies to do their jobs. Make accurate evaluations of colleague capabilities and fit. Responsible for handling conflict, employee relations and performance appraisals to include setting meaningful goals and objectives and other human resource related activities. Provide guidance to both conflict and positive colleague engagement.
* Responsible for recruiting, interviewing and hiring Participant Services Account Managers, identifying leads in collaboration with HSA/TPA Operations and Administration Manager.
* Leverage the voice of the customer post transaction survey verbetims to provide feedback to LOB and use this information to initiate improvements and enhancements to enhance our customer's experience and provide further efficiencies for both customers, operations and our colleagues.
* Analyze and resolve complex customer issues, overriding procedure/practices when necessary, to ensure customer satisfaction while still limiting exposure to the company.
* Identify training needs and opportunities within the HSA/TPA/COBRA areas by working with our business partners to enhance our colleagues knowledge and therefore, enhance our customer's experience. Manage cross training of colleagues to ensure colleague growth and development as well as provide first call resolution service model for our customers.
* Lead or participate in functions affecting the HSA/TPA/COBRA area during major projects including mergers, acquisitions and conversions as applicable.

Education

Bachelor's Degree or equivalent combination of education and experience Communications Required
Bachelor's Degree or equivalent combination of education and experience Business Required

Experience

5-7 years Customer Experience Required
2-5 years Customer Escalation Management Required
4-7 years HSA/TPA Industry or Insurance Preferred
4-7 years Call Center Preferred

In addition to core traditional benefits, we take pride in offering benefits for every stage of life.

• Retirement savings including both 401(k) and Pension plans.

• Paid time off to volunteer in your community.

• Opportunities to connect with others through our diversity-focusedColleague Resource Groups.

• Competitive salaries with professional development and advancement opportunities.

• Bonus benefits including well-being programs and incentives, parental leave,anemployee stock purchase plan, military benefits and much more.

• Personal banking, loan, investmentand insurance benefits.

Associated Bank serves more than 120 communities throughout Wisconsin, Illinois and Minnesota and we consider our colleagues critical to our continued success. See why our colleagues continually vote us a best place to work in the Midwest.Join our community onFacebook,LinkedInandX.

Compliance Statement

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR.

Responsible to report ethical concerns as needed to Associated Bank's anonymous Ethics Hotline.

Associated Bank provides additional assistance throughout the application, interview and hiring process. Please contactleavesandaccommodations@associatedbank.comif you need an accommodation at any time during the process.

Associated Banc-Corp is an Affirmative Action andEqual Opportunity Employer. Associated Banc-Corp participates in the E-Verify Program. E-Verify NoticeEnglish or Spanish. Know Your Right to WorkEnglishorSpanish.

Associated Bank isPay Transparencycompliant.

The pay range represents anticipated base pay for this role. Actual pay may vary based on factors including, but not limited to, work location, skills, experience, education, and qualifications for the role.