Participant Services Specialist, WEX

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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