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Solution Specialist, Tech Support at WEX, inc. in Brookings, South Dakota

Posted in Other 30+ days ago.

Job Description:

The Solutions 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.

Essential Duties:

  • Functional Expert in Excel, with ability to use critical thinking to resolve discrepancies and provide solutions that drive efficiencies and improved customer experience

  • Self-driven and eager to learn new technologies in a fast paced environment

  • Innovative and creative problem-solve

  • Must adhere to security policies

  • Ensure privacy according to HIPAA guidelines

  • Maintain knowledge in function area(s) related to Benefits and system functionality

  • 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

  • Responsible for driving customer satisfaction by solving cases

  • Maintain positive attitude towards clients and coworkers

  • 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

  • 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 DBI Core Values daily

General Duties:

  • All other duties as assigned

Equal Opportunity Employer/Vets/Disability