Specialist, Partner Relations

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!

Job Summary:

Under the direct Supervision of the Partner Service Manager, the Partner Relations Specialist is responsible for managing daily issue resolution and providing administrative support for specific assigned Partners/Large Employers with money movement or audit risk. Takes ownership for providing communication plans and escalation tracking for proper internal and external visibility. This position also acts as a backup for Partner Service Managers for lower-level partner responsibilities.

Key responsibilities for the role:

• Acts as a Partner Subject Matter expert for assigned partners being internal and external support

• Assist Partner Service Managers with critical needs and support to meet partner goals

• Assist with managing, monitoring and identifying service trends based on file, intake, operational data

• Identify scalable processes that will work across all of our partner relationships to meet or improve goals

• Regularly review internal knowledge base content for consistency, quality, and ease-of-use for assigned partners

• Gather insights from our support teams to identify trends and opportunities for improvement

• Own the success and serve as point of contact for critical high risk partner tasks

• Own Partner custom money movement processes with extreme detail to contractual obligations.

• Proactively monitors file processing

• Act as file expert for each Partnership we support

• Responsible for daily ownership of Partner dashboard updates and necessary reporting to partners

• Responsible for performing customized monthly processes per Partner which include critical decision-making responsibilities to assist in partner framework being successful

• Escalate issues when appropriate and drives recovery efforts

• Identifies systemic issues as they occur and works with Senior/Manager to rectify

• Resolve partner support through case management in a timely and professional manner

• Support Partner specific project work in reference to internal/external enhancements to improve our Partner experience

Key skills/experience qualifications for the role:

• 4 years of experience minimum servicing partners and large employers. 

• 2 years of experience minimum with employee benefits, TPA’s or insurance carriers with HSA/Notional products

• Strong interpersonal skills

• Proven customer service experience

• Adaptability to prioritize workload and frequently transition between different focuses aligned with role

• Utilize communication and problem-solving skills to effectively perform assigned assignments

• Working knowledge of computer and processing skills (email, internet, intranet, etc.)

• Proficient in Microsoft Office Suite with proven ability in lookups and macros.

• Excellent verbal and written communication skills

• Possesses the ability to maintain the strictest confidentiality of company and customer information.

• Ability to effectively multi-task

• Excellent organizational skills with attention to detail

• Ability to work with a diverse work force and customer base

• Demonstrates flexibility and adaptability. Handles day-to-day challenges confidently and willing to adjust to multiple demands, shifting priorities, and rapid change.

• Strong commitment to achieving personal growth and success

The estimated salary range for this position is $50,000USD to $55,000USD. 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.

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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.