Mid Market Onboarding Specialist-2 "French Speaking"

WEX•Portland, ME

3d•$53,000 - $69,700•Onsite

About The Position

This role focuses on managing the onboarding process for Mid-Market Fleets, employing 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 the onboarding and early lifecycle stages. Key responsibilities include monitoring account and card activation, identifying value-added opportunities and cross-sell initiatives, and building strong relationships to prevent customer attrition for up to four months post-onboarding. The role also involves assisting with problem resolution, supporting audits and reporting, and providing guidance to Level I team members. The goal is to ensure successful account and card activation, reduce customer attrition, and enhance the overall customer experience.

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

Responsibilities

Manage onboarding for Mid-Market Fleets with a high-touch, consultative approach
Conduct online training sessions for customers to ensure full adoption of programs and card usage
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.
Serve as the internal voice of the customer, providing feedback to product, sales, and support teams to improve the customer experience.