Solution Specialist

WEX • North Dakota - Remote Office, ND

5d • $17 - $23 • Onsite

About The Position

Solution Specialist is responsible for the initial servicing of client accounts and their associated consultants through day-to-day interaction that focuses on customer service and responsiveness. This role serves as a knowledgeable contact for day-to-day needs via phone, email, and system tools, addressing client accounts and consultants regarding products, system capabilities, and processes. The specialist will identify trends to improve client resolution experience, generate ideas and solutions for client experience enhancement, and maintain expected quality and performance metrics. Adaptability in messaging to clients through various communication mediums is essential, along with adherence to security policies and HIPAA guidelines. Maintaining functional area knowledge, recognizing and defusing client discrepancies, and ensuring timely resolution of requests from consultants, brokers, and employers according to service level standards are key responsibilities. This includes system updates where applicable. Formal documentation of all client/consultant communications in company systems is required for continuity of client history. The role involves attending team and other necessary meetings to stay current on client initiatives, internal processes, and operations affecting client accounts or experience. Regular one-on-one meetings with a direct supervisor are scheduled for professional development and goal setting. The Solution Specialist acts as a resource and voice of the customer, collaborating with various departments to ensure a positive customer experience by sharing knowledge, proposing ideas, and implementing solutions for efficiencies and process improvements. Maintaining detailed knowledge of product lines and system functionality, thriving in a fast-paced setting with organizational skills, and participating in ongoing learning and development are expected. The role includes recommending process changes, administrative procedure updates, assisting with special projects, and supporting other function areas as workload demands, all while demonstrating WEX Core Values daily.

Requirements

• Bachelor’s Degree preferred or equivalent
• Industry experience
• 1-2 years’ experience in customer service, account management, file integrations, or relevant experience.
• COBRA/Benefits Industry Knowledge preferred
• Proficiency with Google Workspace
• Strong verbal and written skills.
• Proven experience managing client-facing communications.
• Strong interpersonal skills and ability to connect with a diverse customer and employee population
• Self-driven, motivated, and must have the ability to manage a fast-paced, result-orientated environment
• Exceptional communication and time management skills.
• Strong attention to detail, problem-solving skills, and multi-tasking capabilities.
• A team player with high energy
• Demonstrated capacity to prioritize tasks and manage multiple responsibilities effectively.

Nice To Haves

• COBRA/Benefits Industry Knowledge

Responsibilities

• Serve as a knowledgeable contact for the day to day needs through phone, email and system tools relative to client account and consultants for our products, system capabilities, and processes
• Ability to identify trends to improve client resolution experience
• Ability to produce ideas and solutions to client experience
• Maintain expected quality and performance metrics
• Ability to adapt messaging to clients through a variety of communication mediums
• Must adhere to security policies
• Ensure privacy according to HIPAA guidelines
• Maintain knowledge in function area(s)
• Responsible for recognizing and defusing client discrepancies
• Responsible for fielding and ensuring requests made by consultant, broker and employer are resolved in a timely manner according to service level standards, including system updates where applicable
• 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
• Attend regularly scheduled one on one meetings with direct supervisor for professional development and goal setting
• Serve as a resource and voice of the customer
• 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
• Maintain detailed knowledge of product lines and system functionality
• Ability to thrive in a fast-paced setting while maintaining organizational skills
• Participate in ongoing learning and development opportunities
• Recommend process changes and administrative procedure updates
• Assist with special projects
• Assist other function area(s) as workload demands
• Demonstrate the WEX Core Values daily
• Consistently achieve Service Level Agreements (SLAs) at every stage of the solution specialist process.
• Responsible for driving customer satisfaction by solving cases
• Maintain positive attitude towards clients and coworkers

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: Entry Level
• Education Level: Associate degree