Mid Market Onboarding Specialist-2 "French Speaking"

WEX • Portland, ME

2d

About The Position

This role focuses on managing the onboarding process for Mid-Market Fleets with a high-touch, consultative approach. The specialist will conduct online training sessions to ensure customers fully adopt programs and card usage. They will act as the primary liaison between Sales, bank partners, and the customer during onboarding and the early lifecycle of their account. Key responsibilities include monitoring account and card activation status, identifying value-added opportunities and potential cross-sell initiatives, and building strong relationships to prevent customer attrition. This involves regular check-ins for up to four months post-onboarding. The specialist will also assist with problem resolution and escalation to maintain a positive customer experience, support audits, reporting, and process documentation, and provide guidance to Level I team members. The goal is to ensure successful account and card activation, reduce customer attrition through cross-selling and value-added services, and maintain proactive customer contact.

Requirements

• 2+ years of onboarding, customer service, or related experience, preferably with mid-market accounts
• French Speaking
• Strong relationship-building and consultative communication skills
• Ability to manage multiple stakeholders and serve as liaison across teams
• Extensive knowledge of WEX NA Fleet business and systems (WEXOnline, Siebel, SalesForce, and Google Workspace)
• Skilled in conducting online training and coaching customers
• Analytical and problem-solving capabilities to identify opportunities and risks
• Knowledge of account and card activation processes
• Attention to detail and ability to manage complex workflows
• 2–4 years of onboarding, customer service, or related experience

Nice To Haves

• Serve as primary liaison between Sales, bank partners, and the customer during onboarding and early lifecycle
• Monitor account and card activation status, ensuring timely adoption
• Identify value-added opportunities and potential cross-sell initiatives
• Build and maintain strong relationships to prevent customer attrition, including regular check-ins up to four months post-onboarding
• Assist with problem resolution and escalation to maintain a positive customer experience
• Support audits, reporting, and process documentation as needed
• Provide guidance and mentorship to Level I team members when applicable
• Ensure account and card activation, reducing customer attrition through cross-sell opportunities, offering value-added services, and maintaining proactive customer contact for up to four months post-onboarding.
• Drives successful onboarding and activation for Mid-Market customers
• Maintains proactive account management and relationship building
• Identifies and executes value-added and cross-sell opportunities
• Mitigates risk of customer attrition through structured follow-up and engagement
• Serves as a trusted resource for Level I team members

Responsibilities

• Manage onboarding for mid-market fleets (high-touch, consultative)
• Conduct online training sessions for customers
• Serve as liaison between Sales, WEX Bank, and customer
• Monitor account and card activation, ensure adoption
• Identify value-added opportunities and cross-sell initiatives
• Build/maintain relationships to reduce attrition (up to 4 months)
• Assist with problem resolution and escalation
• Support audits, reporting, process documentation
• Mentor/guide Level I team members
• Serve as the internal voice of the customer, providing feedback to product, sales, and support teams to improve the customer experience.

Benefits

• health, dental and vision insurances
• retirement savings plan
• paid time off
• health savings account
• flexible spending accounts
• life insurance
• disability insurance
• tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed