The Participant Services Specialist is responsible to answer all participant questions in regard to administered benefits with accuracy and high quality customer service.
Essential Duties:
Must adhere to security policies
Responsible for assisting participants by answering questions, solving problems, and educating
Receives incoming customer calls, responds to customer email and chat inquiries in a timely manner and assists customers that visit our facility
Handles all inquiries professionally and with accuracy
Promotes a favorable image of WEX through positive interactions with customers
Researches all inquiries utilizing resources available
Understands and applies confidentiality guidelines
Meets monthly customer service statistical goals and quality standards within 90 days of the representative’s hire date
95% average quality scores
82% schedule adherence
Participates in initial and continuous departmental training
Has advanced knowledge of all products WEX Health offers within 1 year of the representative’s hire date
Understands and follows regulations that pertain to those plans
Processes incoming requests in a timely manner following customer service standards while staying within the turnaround time
Ability to learn, develop and excel in a virtual environment
Comfortable learning and using digital tools and systems
Self-motivated
Ability to work independently
Follows attendance and punctuality standards
Demonstrates the WEX Core Values daily
Must adhere to security statements.
General Duties:
All other duties as assigned
Position Requirements:
Availability to high speed internet
Must have a private work space
Equal Opportunity Employer/Vets/Disability
Salary Pay Range: $15.00-$18.00