Client Support Specialist

About the Team/Role 

The Client Support Specialist (CSS) is a foundational role responsible for assisting with the successful delivery of our platform and providing world-class support to our clients. A CSS works directly with senior team members and leadership to ensure timely, high-quality service and learn the fundamentals of client delivery. You will play a key role in supporting CDMs by understanding each client’s business and product, proactively solving problems through comprehensive ACA code reviews, reporting management, and technical troubleshooting before issues escalate. This role is perfect for a highly motivated individual eager to begin a career in benefits administration, system builds and client relations.

How you'll make an impact

• Assist senior team members with tasks related to client projects and timelines, including supporting the annual open enrollment process.

• Learn and assist with critical processes like initiating and tracking EDI file intake and modifications to ensure data integrity.

• Assist with ACA code report review updating enrollment records in the platform as needed

• Understand Health & Welfare administration principles and practices, applying guidance on platform functionality and data management. This includes the technical ability to interpret, translate, and configure basic Plan Documents and Summary Plan Descriptions (SPDs) to accurately build and maintain benefit plans within the platform.

• Manage the consistent processing of reoccurring manual files.

• Ensure all client-related tasks and communications are accurately documented and proactively updated in our internal systems.

• Identify and report system bugs, client-reported issues, and enhancement requests to senior team members for resolution.

Experience you'll bring            

• High School diploma or equivalent

• 1 to 3 years of experience in a benefits related field, strongly preferred

• Must pass a successful background investigation

• This is considered an entry level position

• Customer Service skills

• Eager to Learn: A strong desire to learn and grow in the field of client delivery and benefits administration.

• Strong Attention to Detail: Exceptional attention to detail and accuracy is a must.

• Excel Proficiency: Ability to handle and work with heavy Excel files.

• Problem-Solving Aptitude: Strong analytical skills with the ability to identify and help resolve issues.

• Communication Skills: Ability to read and interpret complex reports and business correspondence related to business, technical, legal and other such matters as they relate to the position as well as the ability to speak/listen clearly and effectively to persons at multiple levels both inside and outside of the company.  Strong verbal and written communication skills including the ability to provide detailed internal and external communications to successfully document instruction and process.   

• Team Player: Ability to work collaboratively and take direction from senior team members and leadership.             

• Analytical: Ability to understand limited cause and effect, create instructions, solve practical problems and deal with a variety of complex variables in situations where only limited standardization exists. Ability to anticipate problems before they escalate. Problem solving skills with the ability to demonstrate a disciplined and logical thought process for each situation. The ability to find innovative alternatives to issues prior to evaluating and suggesting creative solutions.

• Computer: Proficient in Microsoft Office and Google Suites, including but not limited to: 

  • Excel/Google Sheets - pivot tables, V look-up, simple queries 

  • Word/Google Docs - letter writing and PDF creation 

  • Outlook/Gmail - creating and responding to emails and scheduling meetings

• Planning/Organizing: Arranges a significant portion of own work against defined objectives. Ability to prioritize and multitask on different projects and to ensure deadlines are met.

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: $20.90 - $24.80