[Hiring] Employer Services Specialist @WEX

Role Description

Our ideal candidate is a self-starter who thrives in a fast-paced environment and possesses a strong dedication to client service. You must be highly organized, detail-oriented, and able to manage multiple client accounts simultaneously while maintaining high standards of quality and compliance. A proven ability to effectively communicate complex administrative and regulatory information to clients and internal partners is essential.

The COBRA Employer Services Specialist is a crucial client-facing role responsible for managing the day-to-day COBRA administration for a portfolio of strategic employer groups and partners. This role serves as the primary point of contact, ensuring client satisfaction and retention by proactively addressing inquiries, managing escalations, and ensuring compliance with regulatory requirements. The Employer Services Specialist must possess a deep understanding of the client's business needs and benefit plan designs.

Qualifications

• Must be willing to work the following hours to include possible holidays and occasional overtime
• Training hours - 8-4:30 CST
• Schedule after training - 10:30 AM-7:00 PM CST
• Experience with OnBase, COBRA Point and COBRA administration is a plus
• Excellent computer skills and prior experience using web-based applications and desktop platforms for case management or client relations required
• Ability to multi-task in fast pace environment
• Demonstrated excellent customer service skills, including ability to de-escalate
• Excellent verbal and written communication skills
• Positive, professional attitude and phone etiquette
• Attention to detail and ability to act as liaison between other teams in order to produce final resolution
• Excellent analytical and organizational skills

Requirements

• Client Relationship Management: Proven ability to build and maintain strong, long-term professional relationships.
• COBRA and Regulatory Knowledge: Strong foundational knowledge of COBRA regulations and a working understanding of HIPAA and HITECH, is highly desirable.
• Technical Proficiency: Skilled in utilizing CRM tools (e.g., Salesforce), web-based applications, Google Suite and Microsoft 365.
• Problem Solving & Analysis: Ability to quickly identify root causes, analyze complex client scenarios, and partner with internal teams for successful resolution.
• Conflict Resolution: Demonstrated ability to de-escalate sensitive client issues professionally and effectively.

Responsibilities include:

• Oversees the day to day COBRA administration for employers and partners
• Utilize CRM tool to document and review all client activity
• Assist clients with billing questions, payments, and invoices
• Respond to phone and email inquiries within Service Level Agreements (SLA)
• Proactively identify potential issues by identifying the root cause issue resulting in a first contact resolution
• Engage high value employers and partners with escalations by partnering with internal teams to provide successful outcomes
• Provide necessary reporting for employer groups
• Assist clients in completing their annual renewals by reviewing open enrollment guides and verify plan coverage, rates and carrier updates or changes met compliance and COBRA regulations
• Act as liaison between client and IT technical and operational teams
• Communicate with internal teams about changes in employer group plans to ensure group loyalty
• Maintain weekly/biweekly 1:1 meeting with leadership to review and discuss coaching opportunities and professional development
• Develop long term relationships with assigned clients to assist in increasing client satisfaction and ultimately increase client retention
• Work with appropriate stakeholders on assigned clients to understand their business needs
• Familiarity with employer group’s plan designs
• Familiarity with employer groups file schedules
• Maintain weekly touch base meeting cadence and agendas
• Meets or exceeds all quality standards
• Work to meet partner SLA’s
• Ensure privacy according to HIPAA, HITECH, Red Flag Rules and other regulations
• Other duties as assigned

Benefits

• Base pay range: $21.00 - $24.00
• This role is subject to an annual 5% Short-Term Incentive Plan (STIP) based on personal and company performance.
• WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being, including:
• Health, dental and vision insurances
• Retirement savings plan
• Paid time off
• Health savings account
• Flexible spending accounts
• Life insurance
• Disability insurance
• Tuition reimbursement