About the Team/Role

Account Management

How you'll make an impact

• Resource for Employer and Partner FSA, HRA, HSA and Transit account questions.

• Utilize CRM tool to document and review all client activity.

• Assist clients with billing questions, payments, and invoices.

• Respond to phone calls and email inquiries within Service Level Agreements.

• Resolve Employer and Partner Escalations. Partnering with internal teams as needed.

• Provide necessary Reporting for Employer Groups.

• Proactively identifies potential issues and provides resolution when needed.

• Complete annual renewal process and ensure a smooth open enrollment period for assigned employer groups.

• 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.

Subject Matter Expert on Employer Group

• 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

• Prepare group for open enrollment and high volume periods

• 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, WEX Health Cloud and benefit plans (Health Savings Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, Dependent Care Accounts and Transit accounts) is a plus

• Demonstrated excellent customer service skills

• 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