Assoc, Onboarding

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

The Associate Onboarding Specialist is responsible for ensuring a seamless and exceptional onboarding experience for new members within our platform. This position requires exceptional communication skills and the ability to adapt correspondence to a wide variety of audiences, including attorneys, insurance claims adjusters, claimants/injured workers, and medical professionals.  

• Create a positive first impression with our members by gathering all necessary information to ensure seamless first-time use at their pharmacy or provider’s office.

• Be enthusiastic and welcoming in your conversation while explaining the benefits of their membership

• Manage member inquiries via incoming calls, emails, or chats within established turnaround times.

• Ensure first attempts to contact new members are made within 24-48 hours from when a file is made active.

• Identify and resolve members needs to achieve the ultimate customer experience.

• Ability to guide our members through registering for their Member Portal access.

• Listen to member or client service problems, determine the root cause of the issue and present options to bring the issue to resolution.

• Document all communication and upload appropriate documents to our internal database.

• Create and maintain clear and concise documentation of member conversations within the internal database.

• Hand off members to Member Care Services team once fully onboarded by providing any special requests or issues to the team.

Requirements

• 3+ years of experience in a customer service role, preferably in a call center environment.

• Strong people skills

• Ability to build relationships with internal and external stakeholders

• Skilled in educating members on the benefits of their membership

• Excellent written and verbal communication skills 

• Skilled at the ability to recognize individual differences in communication and adapt your approach accordingly

• Excellent attention to detail to ensure full onboarding of our members and treatment plans are well documented

• Exceptional time management skills

• Well versed with healthcare and medical terminology

• Aptitude for problem-solving 

• Sound business …