Contact Center Communication/Policy and Procedure Analyst

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 responsibilities of the Communication, Policy and Procedure analyst is to help create, modify, and maintain all the HSA Contact Center procedures to comply with internal audit, compliance, and bank regulation standards.  Utilization of shared knowledge data base is required. Responsible for all internal communications.  Represents Contact Center for policy and procedure changes and acts as conduit and liaison to partner departments on project teams. Works with peer to execute subject matter expertise during project initiatives to ensure appropriate and timely communication of implementation.

Key responsibilities for the role:

• Shares responsibility for communication throughout the Contact Center including, but not limited to, procedure changes, policy changes, goals, system outages, etc.

• Helps to manage implementation of procedure / policy changes

• Helps maintain compliance requirements of one-year review of all applicable policies and procedures. 

• Serve as the department contact for internal communications.

• Works with peers to write and edit articles as assigned.

• Contributes ideas for new programs, researching and recommending innovative branding techniques.

• Work closely with Leadership, Quality Assurance and Training groups in the creation and administration of procedures management.

• Represent Contact Center on cross functional bank teams as it relates to all project work.

• Develops content and directs creative execution to provide a consistent, targeted, and impactful message.

• Builds and maintains solid partnerships with assigned internal clients to better develop, coordinate, direct, and facilitate strategic communications designed to meet business goals.

• Researches and understands key business challenges, client behavior, target audience factors that impacts programs within the business and assigned departments.

• Develops an understanding of short- and long-term department goals and planned initiatives.

Key skills/experience qualifications for the role:

• 2+ years of experience in below:

• Experience working in a high-volume, fast-paced environment

• Working knowledge of Microsoft Office and web content management systems experience

• Call Center, client service, Banking / finance related industry experience a plus

• Solid understanding of bank / call center technology as well as policies and procedures preferred

• SharePoint subject matter expert

• Strong strategic thinking, planning, and execution skills

• Creative thinking with willingness to try new things in the spirit of continuous improvement

• Ability to think analytically with strong attention to detail

• Strong research and problem resolution skills

• Ability to manage multiple priorities while meeting deadlines consistently

• Self-motivated with the ability to work well independently as well as in a team-oriented environment

• Strong written and verbal communication skills including preparing and delivering to senior leadership

• Organized with strong process management skills

• Ability to influence partners and teams to achieve desired outcomes without direct reporting authority

The estimated salary range for this position is $55,000.00 to $73,000.00 USD annually. 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.

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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.