Employer Services Specialist - Benefits-1

WEX Inc.; United States; Hybrid; USD 23,000 - 30,000; Full time

Job summary

WEX Inc. is seeking an Employer Services Specialist to build strong relationships with employer groups and partners, proactively addressing regulatory changes and service concerns.

You will manage inquiries about FSA/HSA/HRA and transit accounts, document client activity in CRM, and coordinate billing questions with internal teams. The role requires effective communication, problem solving, and a customer-focused mindset.

Qualifications

• Demonstrated excellent customer service skills.
• Strong communication and liaison abilities with multiple teams.
• Experience handling healthcare benefits accounts (FSA/HSA/HRA) is a plus.
• Ability to document client activity in a CRM accurately.
• Detail-oriented with organizational and analytical skills.

Responsibilities

• Account management for Employer Groups and Partners.
• Respond to questions on FSA, HRA, HSA and Transit accounts.
• Document client activity in CRM and review client progress.
• Assist with billing questions, payments, and invoices.
• Respond to inquiries within service level agreements.
• Resolve escalations and coordinate with internal teams.
• Provide reporting for Employer Groups and support open enrollment.
• Maintain strong relationships to improve client retention.

Skills

Customer service

Account management

CRM tools

Communication skills

Problem solving

HIPAA knowledge

Tools

Salesforce

OnBase

WEX Health Cloud

Job description

Job Description

About the Team/Role

An Employer Services Specialist is responsible for building strong relationships with strategic Employer Groups and Partners. An Employer Services Specialist needs to be proactive in responding to Employer Group and Partners related to changing regulations, product updates and potential service concerns.

How you'll make an impact

• Account Management Resource for Employer and Partner
• FSA, HRA, HSA and Transit account questions.
• Utilize CRM tool to document and review all client activity
• Assist clients with billing questions, payments, and invoices
• Respond to phone calls and email inquiries within Service Level Agreements.
• Resolve Employer and Partner Escalations.
• Partnering with internal teams as needed.
• Provide necessary Reporting for Employer Groups
• Proactively identifies potential issues and provides resolution when needed.
• Complete annual renewal process and ensure a smooth open enrollment period for assigned employer groups.
• Act as liaison between client and IT technical and operational teams.
• Communicate with internal teams about changes in Employer Group plans to ensure group loyalty.
• Subject Matter Expert on Employer Group
• Develop long term relationships with assigned clients to assist in increasing client satisfaction and ultimately increase client retention.
• Work with appropriate stakeholders on assigned clients to understand their business needs.
• Familiarity with Employer Group’s Plan designs
• Familiarity with Employer Groups File Schedules
• Prepare group for open enrollment and high volume periods
• Maintain weekly touch base meeting cadence and agendas
• Meets or exceeds all quality standards
• Work to meet Partner SLA’s
• Ensure privacy according to HIPAA, HITECH, Red Flag Rules and other regulations.
• Other duties as assigned

Experience you'll bring

• Must be willing to work the following hours to include possible holidays and occasional overtime.
• Training hours - 8:00am-4:30pm CST
• Schedule after training - 10:30am-7:00pm CST
• Experience with Salesforce, OnBase, WEX Health Cloud and benefit plans (Health Savings Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, Dependent Care Accounts and Transit accounts) is a plus.
• Demonstrated excellent customer service skills
• Excellent verbal and written communication skills
• Positive, professional attitude and phone etiquette
• Attention to detail and ability to act as liaison between other teams in order to produce final resolution
• Excellent analytical and organizational skills

Pay & Benefits

Pay Range: $17.00 - $22.50

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.

WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. For more information on your benefits and total rewards package, visit WEXNet.

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.

To learn more about our employee benefits.

For more information, check out the "About Us" section.

Pay Range: $17.00 - $22.50

WEX Overview

WEX is a global commerce platform that helps businesses solve for operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments. With over 6,500 employees, we work with large and small companies in more than 200 countries and territories, and can tailor our services to meet the unique needs of their businesses.

We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry.

If you’re looking for a growing career - come be part of WEX today.

EEO & Inclusion

WEX is an equal opportunity employer committed to diversity and inclusion in the workplace.

All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status.

WEX promotes a drug-free workplace.

Accommodations

Qualified individuals with a disability have the right to request a reasonable accommodation. If you require a reasonable accommodation as a result of your disability at any point in the job application process, please submit your request through our Reasonable Accommodation Request Form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.