Implementation Specialist, COBRA

About the Team/Role 

The Implementation Specialist, COBRA is responsible for the successful setup of program plans for both new and existing clients. This role serves as the implementation lead coordinating all implementation related tasks to ensure the successful onboarding of WEX's clients.

How you'll make an impact

Lead the implementation process for the employer and consultant/broker:

• Implement clients following WEX's framework 

• Coordinate the implementation across departments including Sales, Client Support Services, Operations, Claims, Integration Analysts and Participant Services to ensure alignment with implementation deliverables and milestones.

• Provide regular communication and discussion recaps to all project stakeholders internally and externally 

• Document changes in scope and any associated risks to project milestones

• Review all implementation documentation for accuracy and completeness of plan setup

Build and maintain positive relationships with consultants, brokers and employers as the implementation contact:

• Educate all parties involved on product design and operations of the accounts

• Evaluate the employer’s satisfaction with the product offering and services

• Serve as the voice of the customer and pursue needed changes in processes or systems through internal channels

• Resolve any issues brought forward during the implementation period and communicate these issues to Sales and/or the consultant/broker

• Respond to all requests made by the employer and/or consultant within 24 hours.

• Assist consultants/brokers and employers in coordinating their open enrollment meetings

• Provide compliance and regulatory knowledge of the product offerings

Work with other departments to ensure a positive customer experience:

• Create efficiencies and improve processes for clients

• Coordinate with Partner Solution Manager to identify partner processes and services

• Assist in the sales process when needed

• Monitor revenue in systems to report any changes in revenue

• Coordinate implementation activities with the Implementation Project Manager when applicable

General Duties:

• All other duties as assigned

• Ensure privacy according to HIPAA

Experience you'll bring 

• Highschool diploma or GED, required

• College degree, preferred 

• Proficient in Google Suite products (gmail, docs, sheets, etc.), Microsoft Office products ( word, excel, etc.)

• Onbase experience, preferred

• Experience working within multiple screens and technologies

• Customer or client facing experience

• Experience working with escalations and taking ownership of customer satisfaction

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: $21.00 - $27.00