About the Team/Role

• 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.

How you'll make an impact

• 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

Experience you'll bring

• 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

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: $17.00 - $22.50