Solution Specialist
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Job Description
Solution Specialist responsible for initial servicing of client accounts through various communication tools. Collaborate across departments to enhance client experience and resolve inquiries at WEX.
Responsibilities:
- Serve as a knowledgeable contact for the day to day needs through phone, email and system tools relative to client account and consultants for our products, system capabilities, and processes
- Ability to identify trends to improve client resolution experience
- Ability to produce ideas and solutions to client experience
- Maintain expected quality and performance metrics
- Ability to adapt messaging to clients through a variety of communication mediums
- Must adhere to security policies
- Ensure privacy according to HIPAA guidelines
- Maintain knowledge in function area(s)
- Responsible for recognizing and defusing client discrepancies
- Responsible for fielding and ensuring requests made by consultant, broker and employer are resolved in a timely manner according to service level standards, including system updates where applicable
- Formally document all communications with client/consultant in company systems to ensure availability of client information for continuity of client history
- Attend team and other necessary meetings to remain current on client initiatives, internal processes, and operations that may affect client accounts or the client experience
- Attend regularly scheduled one on one meetings with direct supervisor for professional development and goal setting
- Serve as a resource and voice of the customer
- Collaborate with a variety of departments to ensure a positive customer experience, by sharing knowledge, proposing ideas and implementing a solution for creating efficiencies and improving processes
- Maintain detailed knowledge of product lines and system functionality
- Ability to thrive in a fast-paced setting while maintaining organizational skills
- Participate in ongoing learning and development opportunities
- Recommend process changes and administrative procedure updates
- Assist with special projects
- Assist other function area(s) as workload demands
- Demonstrate the WEX Core Values daily
Requirements:
- Bachelor’s Degree preferred or equivalent Industry experience
- 1-2 years’ experience in customer service, account management, file integrations, or relevant experience.
- COBRA/Benefits Industry Knowledge preferred
- Proficiency with Google Workspace
- Strong verbal and written skills.
- Proven experience managing client-facing communications.
- Strong interpersonal skills and ability to connect with a diverse customer and employee population
- Self-driven, motivated, and must have the ability to manage a fast-paced, result-orientated environment
- Exceptional communication and time management skills.
- Strong attention to detail, problem-solving skills, and multi-tasking capabilities.
- A team player with high energy
- Demonstrated capacity to prioritize tasks and manage multiple responsibilities effectively.
- Consistently achieve Service Level Agreements (SLAs) at every stage of the solution specialist process.
- Responsible for driving customer satisfaction by solving cases
- Maintain positive attitude towards clients and coworkers.
Benefits:
- health, dental and vision insurances
- retirement savings plan
- paid time off
- health savings account
- flexible spending accounts
- life insurance
- disability insurance
- tuition reimbursement
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