About the Team/Role
An Employer Services Specialist is responsible for building strong relationships with strategic Employer Groups and Partners. An Account Manager needs to be proactive in responding to Employer Group and Partners related to changing regulations, product updates and potential service concerns.
How you'll make an impact
Account Management
- Resource for Employer and Partner FSA, HRA, HSA and Transit account questions
- Utilize CRM tool to document and review all client activity
- Assist clients with billing questions, payments, and invoices
- Respond to phone calls and email inquiries within Service Level Agreements
- Resolve Employer and Partner Escalations. Partnering with internal teams as needed
- Provide necessary Reporting for Employer Groups
- Proactively identifies potential issues and provides resolution when needed
- Complete annual renewal process and ensure a smooth open enrollment period for assigned employer groups.
- Act as liaison between client and IT technical and operational teams
- Communicate with internal teams about changes in Employer Group plans to ensure group loyalty.
Subject Matter Expert on Employer Group
- Develop long term relationships with assigned clients to assist in increasing client satisfaction and ultimately increase client retention.
- Work with appropriate stakeholders on assigned clients to understand their business needs
- Familiarity with Employer Group’s Plan designs
- Familiarity with Employer Groups File Schedules
- Prepare group for open enrollment and high volume periods
- Maintain weekly touch base meeting cadence and agendas
- Meets or exceeds all quality standards
- Work to meet Partner SLA’s
- Ensure privacy according to HIPAA, HITECH, Red Flag Rules and other regulations
- Other duties as assigned
Experience you'll bring
- Must be willing to work the following hours to include possible holidays and occasional overtime
- Training hours - 8-4:30 CST
- Schedule after training - 10:30 AM-7:00 PM CST
- Experience with OnBase, WEX Health Cloud and benefit plans (Health Savings Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, Dependent Care Accounts and Transit accounts) is a plus.
- Demonstrated excellent customer service skills
- Excellent verbal and written communication skills
- Positive, professional attitude and phone etiquette
- Attention to detail and ability to act as liaison between other teams in order to produce final resolution
- Excellent analytical and organizational skills
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $21.00 - $28.00
