Account Services Analyst, Mid Market
Wex
The Account Services Analyst, COBRA, is a customer facing role and responsible for servicing client accounts and their associated consultants with topic areas involving complexity and advanced troubleshooting while ensuring customer loyalty, responsiveness and customer service are top of mind. All responsibilities should be carried out in a customer centric approach where the customer is viewed holistically while ensuring that world-class service is at the foundation of each interaction.
How you will make an impact:
Must adhere to security policies
Ensure privacy according to HIPAA guidelines
Serve as an expert level of knowledge contact relative to client account and consultants for our products, system capabilities, and processes
Proactively identify trends to improve client resolution experience and determine methods to reduce volumes
All responsibilities should be carried out in a customer centric approach where the customer is viewed holistically while ensuring that world-class service is at the foundation of each interaction
Identify trends to improve client resolution experience and work with leadership to reduce volumes
Identify and determine misroutes and produce solutions for realignment
Work independently to problem solve and troubleshoot client inquiries
Exercise discretion and appropriate judgement on impactful business and client events
Apply and exercise client facing messaging on impactful business operating decisions
Determine which products and/or processes best meet clients’ needs and goals while advising clients on the advantages and disadvantages
Perform in escalated and tight deadlines with level-headedness, troubleshooting, and innovation
Exemplify emotional intelligence behavior, motivation, values, attitudes in internal and external events
Produce innovative ideas and solutions to client experience
Adapt messaging to clients through a variety of communication mediums
Responsible for driving customer loyalty by solving complex and/or unique client scenarios
Communicate in a simplified manner regarding complex scenarios
Responsible for recognizing and defusing client discrepancies
Responsible for ensuring (and fielding where applicable) requests made by consultant, broker and employer are resolved according to our service level agreements, including system updates where applicable
Provide visibility into communications and projects with client/consultant in company systems to ensure continuity of client history
Participate in client business reviews as the expert
Own client escalations with appropriate independent judgement including the research and communication for resolution
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
Serve as a resource and voice of the customer
Collaborate and communicate 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 advanced knowledge of complex and dynamic line of business and system functionality
Coach and share knowledge with other members of Client Services
Participate in ongoing learning and development opportunities
Participate in ongoing leadership opportunities
Deliver expertise externally in collaboration with client advocate roles
Recommend process changes and administrative procedure updates
Identify and purpose additional knowledge base content needs
Own and execute special and/or business operating high profile projects
Advanced and innovative levels of critical thinking skills
Mentor and share knowledge with other members of Client Services
Demonstrate the WEX Core Values daily
Drive adoption of support model
General Duties
All other duties as assigned
Maintain policy according to HIPAA