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Participant Services Specialist

Company: WEX, inc.
Location: Fargo
Posted on: May 16, 2020

Job Description:

ESSENTIAL DUTIES:

* Must adhere to security policies

* Responsible for assisting participants by answering questions, solving problems and educating

* Receives incoming customer calls, responds to customer email and chat inquiries in a timely manner and assists customers that visit our facility.

* Handles all inquiries professionally and with accuracy.

* Promotes a favorable image of Discovery Benefits through positive interactions with customers.

* Researches all inquiries utilizing resources available.

* Understands and applies confidentiality guidelines.

* Meets customer service statistical goals and quality standards.

* 95% Average Quality Scores

* 5:00 Talk Time and/or 8 contacts per hour; 23% Make Busy

* An additional 30 second allowance will be added if Mercer COBRA trained

* Level 1 expectations must be met within 90 days of the representative solo date.

* Has advanced knowledge on the products Discovery Benefits offers.

* Understands and practices the IRS and HIPAA Regulations that pertain to those plans.

* Processes incoming requests in a timely manner following customer service standards while staying within the turnaround time.

* Participates in initial and continuous departmental training.

* Follows attendance and punctuality standards.

* Demonstrates the DBI Core Values daily

GENERAL DUTIES:

* Other duties as assigned

EQUAL OPPORTUNITY EMPLOYER/VETS/DISABILITY

Keywords: WEX, inc., Fargo , Participant Services Specialist, Other , Fargo, North Dakota

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