Employer Services Specialist - Benefits

WEX•North Dakota - Remote Office, ND

5d•Onsite

About The Position

An Employer Services Specialist is responsible for building strong relationships with strategic Employer Groups and Partners. An Employer Services Specialist needs to be proactive in responding to Employer Group and Partners related to changing regulations, product updates and potential service concerns. This role serves as an Account Management Resource for Employer and Partner FSA, HRA, HSA and Transit account questions. The specialist will utilize CRM tools to document and review client activity, assist clients with billing questions, payments, and invoices, and respond to phone calls and email inquiries within Service Level Agreements. They will also resolve Employer and Partner escalations, partner with internal teams as needed, and provide necessary reporting for Employer Groups. The role involves proactively identifying potential issues and providing resolutions, completing the annual renewal process, and ensuring a smooth open enrollment period for assigned employer groups. Additionally, the specialist will act as a liaison between clients and IT technical and operational teams, and communicate with internal teams about changes in Employer Group plans to ensure group loyalty. The position requires being a Subject Matter Expert on Employer Groups, developing long-term relationships to increase client satisfaction and retention, and working with stakeholders to understand business needs. Familiarity with Employer Group’s Plan designs and File Schedules is important, as is preparing groups for open enrollment and high volume periods. Maintaining weekly touch base meetings, meeting or exceeding quality standards, and working to meet Partner SLAs are key responsibilities. Ensuring privacy according to HIPAA, HITECH, Red Flag Rules, and other regulations is also required. Other duties as assigned.

Requirements

Must be willing to work the following hours to include possible holidays and occasional overtime.
Training hours - 8:00am-4:30pm CST
Schedule after training - 10:30am-7:00pm CST
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

Nice To Haves

Experience with Salesforce, 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.
Familiarity with Employer Group’s Plan designs
Familiarity with Employer Groups File Schedules

Responsibilities

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.
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.
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.