Employer Services Specialist - COBRA

What we are looking for
Our ideal candidate is a self-starter who thrives in a fast-paced environment and possesses a strong dedication to client service. You must be highly organized, detail-oriented, and able to manage multiple client accounts simultaneously while maintaining high standards of quality and compliance. A proven ability to effectively communicate complex administrative and regulatory information to clients and internal partners is essential.

Overview
The COBRA Employer Services Specialist is a crucial client-facing role responsible for managing the day-to-day COBRA administration for a portfolio of strategic employer groups and partners. This role serves as the primary point of contact, ensuring client satisfaction and retention by proactively addressing inquiries, managing escalations, and ensuring compliance with regulatory requirements. The Employer Services Specialist must possess a deep understanding of the client's business needs and benefit plan designs.
Essential Skills
Client Relationship Management: Proven ability to build and maintain strong, long-term professional relationships.

COBRA and Regulatory Knowledge: Strong foundational knowledge of COBRA regulations and a working understanding of HIPAA and HITECH, is highly desirable.

Technical Proficiency: Skilled in utilizing CRM tools (e.g., Salesforce), web-based applications, Google Suite and Microsoft 365.

Problem Solving & Analysis: Ability to quickly identify root causes, analyze complex client scenarios, and partner with internal teams for successful resolution.

Conflict Resolution: Demonstrated ability to de-escalate sensitive client issues professionally and effectively.

Responsibilities include:
Account Management
Oversees the day to day COBRA administration for employers and partners

Utilize CRM tool to document and review all client activity

Assist clients with billing questions, payments, and invoices

Respond to phone and email inquiries within Service Level Agreements (SLA)

Proactively identify potential issues by identifying the root cause issue resulting in a first contact resolution

Engage high value employers and partners with escalations by partnering with internal teams to provide successful outcomes

Provide necessary reporting for employer groups

Assist clients in completing their annual renewals by reviewing open enrollment guides and verify plan coverage, rates and carrier updates or changes met compliance and COBRA regulations

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

Maintain weekly/biweekly 1:1 meeting with leadership to review and discuss coaching opportunities and professional development

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

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

Qualifications: 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, COBRA Point and COBRA administration is a plus

Excellent computer skills and prior experience using web-based applications and desktop platforms for case management or client relations required

Ability to multi-task in fast pace environment

Demonstrated excellent customer service skills, including ability to de-escalate

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

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. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. For more information on your benefits and total rewards package, visit WEXNet.

Salary Pay Range: $21.00 - $24.00

This role is subject to an annual 5% Short-Term Incentive Plan (STIP) based on personal and company performance.

Management Level: Intermediate Professional

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: $17.00 - $22.50