Account Services Specialist

About the Team/Role

Our Account Services team provides support to our clients, partners and internal team members. As an Account Services Specialist, you will be the friendly voice and expert guide on the other end of the email thread (or phone call) for our amazing clients. You'll dive deep into assisting with their challenges and providing solutions that build trust and partnership.

Our people make all the difference in our success.

The Account Services Specialist is responsible for the servicing of client accounts and their associated consultants through day to day email and phone support that focuses on quick, effective and above and beyond exceptional customer service and responsiveness.

Who we are: WEX transforms employee benefits experience through innovative technology, simplified benefits administration and empathetic service. We are committed to providing a positive team member experience that includes professional development, advanced career opportunities, along with excellent benefit and compensation packages. This role is eligible for 100% remote work. We are excited to be growing and hope that you will join us as we make an impact on our clients and communities by administering healthcare benefit accounts through engaging solutions and innovative technology. We are focused on building a diverse and inclusive workforce. If you are excited about this position we encourage you to apply.

Who you are: You have a strong desire to grow, learn, and make an impact by helping people navigate the often complex world of flexible spending accounts/COBRA. With exceptional relationship-building skills and a passion for delivering extraordinary customer service, you handle challenging situations with professionalism and strong de-escalation management skills. Your verbal and written communication is clear, polished, and professional, and you excel at breaking down complex concepts into easy-to-understand instructions. You embrace change and continuously seek opportunities to improve processes and outcomes.

How you'll make an impact

• Work in a team and serve as a knowledgeable contact for the day to day needs of our clients through phone, email and system tools

• Participate in ongoing learning and development opportunities

• 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

• Focused on deepening client relationships with an emphasis on client retention

• Attend regularly scheduled one on one meetings with direct supervisor for professional development and goal setting

• Responsible for diagnosing and de-escalating client escalations

• Possess excellent conflict resolution skills

• Identify trends to improve client resolution experience

• 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

Experience you'll bring

• Excellent written communication skills, including professional email correspondence

• Ability to thrive and excel in a fast paced setting

• Ability to maintain focus while working on complex tasks requiring strong analytical skills

• Ability to organize and prioritize workload in regard to competing priorities

• Accountable to both team and individual metrics and expectations.

• Demonstrate WEX Core Values daily

• Must adhere to security policies

• Ensure privacy according to HIPAA guidelines

• Maintain knowledge in function area(s) related to Benefits/COBRA and system functionality

• Maintain expected quality and performance metrics

• Complete any additional tasks as assigned

• This position is telecommute eligible