Solution Specialist

About the Team/Role 

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

How you'll make an impact

• 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

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Experience you'll bring 

• 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.

• 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