Customer Service Expert I - Direct

About the Team/Role:

The Service Expert I, Participant Services is responsible to ensure the department is equipped to answer all customer inquiries with accuracy and quality customer service. This queue-based position will communicate with team members, carriers and participants by phone and email. The Service Expert I will assist in identifying trends across all lines of business.

How You'll Make an Impact:

• Must adhere to security policies

• Ability to handle confidential information and interact professionally with internal and external contacts

• Promote a favorable image of Discovery Benefits, a WEX company through all interactions

• Utilize resources to research and accurately respond to internal and external inquiries

• Collaborate with a variety of teams to advocate for a positive customer experience

• Respond to all internal requests in a timely manner (within 24 hours)

• Identify trends in assigned work and work closely with supervisor to determine solutions

• Work with supervisor to set individual and team goals that align with business needs

• Responsible for completing Service Expert I tasks within defined turnaround times

  • Carrier inbox

  • Carrier calls

  • Lead line

  • Escalation transfers and callbacks

  • Suspicious activity calls

  • Urgent updates

  • Undeliverables

  • Carrier contact change forms

  • Participant calls (as assigned)

  • Participant emails (as assigned)

  • All other duties as assigned

• Exhibit a strong sense of initiative and self-motivation

• Maintain high level of knowledge of products and platforms; attend relevant trainings, review procedures and material, effectively utilize resources and retain information learned

• Assist other function areas as workload demands

• Maintain metric expectations

  • Quality

  • Adherence

  • Contacts per hour

Experience You'll Bring:

• Strong leadership, problem solving and time management skills

• Knowledgeable in WEX Service Expert I team tasks and functions

• Exposure to HIPPA policies

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

Pay Range: $15.00 - $20.00