What are the responsibilities and job description for the Solution Analyst position at WEX Inc.?
About the role/team:
The Solution Analyst, is responsible for servicing client accounts and their associated consultants with topic areas involving complexity and advanced troubleshooting while ensuring customer loyalty, responsiveness and customer service are top of mind. All responsibilities should be carried out in a customer centric approach where the customer is viewed holistically while ensuring that world-class service is at the foundation of each interaction.
How you will make an impact:
- Must adhere to security policies
- Ensure privacy according to HIPAA guidelines
- Serve as an expert level of knowledge contact relative to client account and consultants for our products, system capabilities, and processes
- Proactively identify trends to improve client resolution experience and determine methods to reduce volumes
- All responsibilities should be carried out in a customer centric approach where the customer is viewed holistically while ensuring that world-class service is at the foundation of each interaction
• Identify trends to improve client resolution experience and work with leadership to reduce volumes • Identify and determine misroutes and produce solutions for realignment
- Work independently to problem solve and troubleshoot client inquiries
- Exercise discretion and appropriate judgement on impactful business and client events
- Apply and exercise client facing messaging on impactful business operating decisions
- Determine which products and/or processes best meet clients’ needs and goals while advising clients on the advantages and disadvantages
- Perform in escalated and tight deadlines with level-headedness, troubleshooting, and innovation
- Exemplify emotional intelligence behavior, motivation, values, attitudes in internal and external events
- Produce innovative ideas and solutions to client experience
- Adapt messaging to clients through a variety of communication mediums
- Responsible for driving customer loyalty by solving complex and/or unique client scenarios
- Communicate in a simplified manner regarding complex scenarios
- Responsible for recognizing and defusing client discrepancies
- Responsible for ensuring (and fielding where applicable) requests made by consultant, broker and employer are resolved according to our service level agreements, including system updates where applicable
- Provide visibility into communications and projects with client/consultant in company systems to ensure continuity of client history
- Participate in client business reviews as the expert
- Own client escalations with appropriate independent judgement including the research and communication for resolution
- Attend team and other necessary meetings to remain current on client initiatives, internal processes, and operations that may affect client accounts or the client experience
- Serve as a resource and voice of the customer
- Collaborate and communicate with a variety of departments to ensure a positive customer experience, by sharing knowledge, proposing ideas and implementing a solution for creating efficiencies and improving processes
- Maintain advanced knowledge of complex and dynamic line of business and system functionality
- Coach and share knowledge with other members of Client Services
- Participate in ongoing learning and development opportunities
- Participate in ongoing leadership opportunities
- Deliver expertise externally in collaboration with client advocate roles
- Recommend process changes and administrative procedure updates
- Identify and purpose additional knowledge base content needs
- Own and execute special and/or business operating high profile projects
- Advanced and innovative levels of critical thinking skills
- Mentor and share knowledge with other members of Client Services
- Demonstrate the DBI Core Values daily
- Drive adoption of support model
General Duties
- All other duties as assigned
- Maintain policy according to HIPAA
Salary : $53,000 - $70,000
