Solution Specialist, Benefits

About the role/team:

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

How you will make an impact:

• 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

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 …