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
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