Reimbursement Accounts Customer Service Representative

REPORTS TO: Reimbursement Accounts Customer Service Supervisor

LOCATION: Allegiance office or off-site

FLSA STATUS: Non-Exempt

POSITION RESPONSIBILITIES:

The Reimbursement Accounts Customer Service Representative answers telephone and e-mail inquiries from plan participants and client contacts regarding Reimbursement Account claims (Medical, Dependent Care, Transportation, Parking, Health Savings Account, Health Reimbursement Account and debit card) in accordance with the regulations defined in the Internal Revenue Code and the group plan document.

The incumbent is expected to communicate professionally with peers, supervisors, subordinates, vendors, customers, and the public, and to be respectful and courteous in the conduct of this position.

ESSENTIAL JOB FUNCTIONS:

Essential job functions include the following. Other functions may be assigned as business conditions change.

1. Answers telephone calls and e-mail inquiries from plan participants and group contacts pertaining to the reimbursement claim inquiries.
2. Provides clear and accurate responses to requests for information.
3. Documents all calls taken in the WEX Health Cloud Administrator Portal.
4. Returns messages left in designated voice mailboxes in accordance with company standards.
5. Assists with miscellaneous daily projects as assigned by department supervisor or senior reimbursement accounts customer service representatives.
6. Logs faxed claims.
7. Meets or exceeds company standards for production and quality.
8. Contributes to maintaining company standard on average speed of answer and first call resolution.
9. Contributes to the daily workflow with regular and punctual attendance.

NON-ESSENTIAL JOB FUNCTIONS:

1. Performs related or other assigned duties as required or directed.

SUPERVISION EXERCISED:

None.

PHYSICAL WORKING CONDITIONS:

Physical requirements are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sitting 90%

Reaching Some

Standing 5%

Manual Dexterity Medium

Walking 5%

Telephone Yes

Kneeling Some

Computer Screen High (visual acuity corrected to 20/30)

Bending Some

Lifting up to 40 lbs.

JOB SPECIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education: High school graduation or GED required.

Certification(s) Required: None.

Minimum Experience: Experience with computers and customer service required.

Other Qualifications:

• Excellent oral and written communication skills required.
• PC skills, including Windows and Word. Must be able to adapt to software changes as they occur.
• Typing ability of 45 wpm net.
• Excellent oral and written communication skills required.
• Ability to learn all functions of the reimbursement claims processing software program and adapt to software changes as they occur.
• Ability to learn reimbursement account regulations as defined in Section 125 of the Internal Revenue Code.
• Strong mathematical skills.
• Ability to take and pass Customer Service classes through one of the educational programs that is offered (LOMA, ICA, AHIP).<