Team lead- Solution Specialist, COBRA

WEX • Fargo, ND

393d • $64,000 - $85,000

About The Position

The Team Lead - Solution Specialist COBRA at WEX Inc. is responsible for ensuring that the Solutions Specialist COBRA team is equipped with the necessary knowledge and support to perform their roles effectively. This position serves as the primary point of contact for escalations and inquiries, coordinating with management to maintain smooth operations and meet client expectations.

Requirements

• Customer service experience and benefit experience typically acquired within two years (queue experience preferred).
• Previous leadership experience.

Responsibilities

• Ensure adherence to security policies and HIPAA guidelines.
• Act as a role model for coworkers and advocate for the team.
• Educate team members and answer their questions.
• Research and investigate inquiries using available resources.
• Demonstrate advanced knowledge of software, regulations, and products.
• Assist with training for new hires and ongoing training for the team.
• Manage escalations identified by the team and ensure prompt resolution.
• Adapt communication to clients through various mediums.
• Generate ideas and solutions to enhance client experience.
• Recognize and address client discrepancies.
• Promote process improvements and efficiencies.
• Provide constructive feedback to new hires and coworkers.
• Identify training needs and coach team members accordingly.
• Coordinate with stakeholders for process improvements and updates.
• Serve as a resource in training labs for new hires.
• Assist in reviewing cases and prioritizing tasks.
• Handle client callback requests and inquiries.
• Maintain positive relationships with internal stakeholders regarding client communications.
• Collaborate with other departments to enhance client experience.
• Maintain detailed knowledge of product lines and system functionality.
• Participate in ongoing learning and leadership development opportunities.
• Serve as a backup for other Team Leads and team members.
• Communicate trends in team dynamics and training needs to leadership.
• Attend necessary meetings to stay updated on client initiatives and internal processes.
• Engage in one-on-one meetings with supervisors for professional development.
• Foster a people-centered culture that encourages feedback and initiative.
• Promote a positive image of Discovery Benefits through daily interactions.

Benefits

• Health savings account
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Vision insurance
• Life insurance
• Retirement plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: No Education Listed