Operations Specialist, OTR/Fleet

About the Team/Role 

This position is responsible for two distinct functions – administration of exception checks (voids and re-issues) and managing customer or merchant dispute claims – through multiple channels.  Responding to requests from customers and merchants with appropriate urgency, within deadlines and with minimal errors or follow-up issues.  The role has a direct impact on both customer and merchant satisfaction within the OTR line of business.

 

How you'll make an impact 

Front Line Support: 

• Answers inbound correspondence (email, mail, fax) from customers and merchants regarding either exceptions to issued checks or dispute claims.  

• Administration of check voids and reissues.

• Administration of all OTR customer and merchant transaction dispute claims. 

• Compliance with all internal procedures, guidelines, and policies.

• Outbound phone calls to customers and merchants as needed.     

 

Financial Reconciliation:

• Daily reconciliation of suspected check discrepancies via Wells Fargo bank portal.

• Review and reconcile ACH/ATM returns.

• Administer corrections as needed.

 

Issue Resolution:

Including but not limited to technical, servicing, electronic files, settlement, reporting and billing.  Success is measured through resolution time, accuracy, and client satisfaction.

 

Operating Performance:

Make contributions to the team's ability to achieve service level objectives, including but not limited to processing turnaround time, quality and accuracy, and responsiveness.

 

Special Projects:

As assigned.

 
 

Experience you'll bring 

• High School Degree or equivalent combination of education and experience

• 2+ years related experience in a customer service role.

• Computer proficiency and experience with spreadsheets and word documents.  

• Ability to work well within a team and communicate effectively with co-workers and other functional areas of the business.

• Ability to maintain working knowledge of all programs, practices, and procedures within the department and the role.

• Ability to adhere to schedule and conform to attendance policies and guidelines.

• Must successfully pass a background investigation.   

• Positive, professional attitude and phone etiquette.

• Proven problem-solving skills

• Solution orientation

• Ability to effectively and calmly operate within a complex and changing environment.

• Ability to handle multiple tasks and priorities in a fast-paced, goal oriented environment.

• Ability to effectively navigate through multiple computer systems and platforms.

• Detail oriented

• Willingness to work a flexible schedule when needed, including overtime, evenings, and/or weekend.

 

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.

Pay Range: $17.00 - $22.00