Solution Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a knowledgeable resource for daily inquiries via phone, email, and system tools concerning client accounts and consultants related to our products, system functionalities, and processes.

• Capable of identifying trends to enhance the client resolution experience.

• Possess the ability to generate ideas and solutions aimed at improving client experiences.

• Uphold expected quality and performance metrics.

• Adapt communication styles to suit various client needs across different mediums.

• Must comply with security protocols.

• Ensure client privacy in accordance with HIPAA regulations.

• Maintain expertise in relevant functional areas.

• Tasked with recognizing and resolving client discrepancies.

• Responsible for addressing and ensuring timely resolution of requests from consultants, brokers, and employers in line with service level standards, including system updates where applicable.

• Officially document all interactions with clients and consultants in company systems to guarantee availability of client information for continuity.

• Participate in team and other essential meetings to stay informed about client initiatives, internal processes, and operations that could impact client accounts or experiences.

• Attend regularly scheduled one-on-one meetings with direct supervisors for professional growth and goal setting.

• Function as a resource and advocate for the customer.

• Collaborate with various departments to foster an excellent customer experience by sharing insights, suggesting improvements, and implementing solutions to enhance efficiency and processes.

• Maintain comprehensive knowledge of product lines and system functionalities.

• Thrive in a fast-paced environment while ensuring organizational skills are preserved.

• Engage in continuous learning and development opportunities.

• Propose changes to processes and updates to administrative procedures.

• Provide assistance with special projects.

• Support other functional areas as workload necessitates.

• Exemplify the WEX Core Values on a daily basis.

⛳️ Requirements

• Bachelor’s Degree preferred or equivalent experience in the industry.

• 1-2 years of experience in customer service, account management, file integrations, or related fields.

• Preferred knowledge of COBRA/Benefits Industry.

• Proficient in Google Workspace.

• Strong verbal and written communication skills.

• Proven experience in managing client-facing communications.

• Excellent interpersonal skills with the ability to connect with a diverse range of customers and employees.

• Self-motivated and capable of managing a fast-paced, results-oriented environment.

• Exceptional communication and time management abilities.

• Strong attention to detail, along with problem-solving and multi-tasking skills.

• A high-energy team player.

• Demonstrated ability to prioritize tasks and effectively manage multiple responsibilities.

• Consistently meet Service Level Agreements (SLAs) at every stage of the solution specialist process.

• Responsible for enhancing customer satisfaction through effective case resolution.

• Maintain a positive attitude towards both clients and colleagues.

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan.

• Paid time off.

• Health savings account.

• Flexible spending accounts.

• Life insurance.

• Disability insurance.

• Tuition reimbursement.