Key Responsibilities & Duties
Customer & Merchant Support: Deliver end-to-end resolution for inquiries regarding fleet accounts, payment processing, manual vouchers, and transaction disputes. Aim for First-Contact Resolution (FCR) while maintaining precise CRM data entry for account updates, cancellations, and card reissues.
Account Servicing & Onboarding: Guide new business clients through the initial setup process, verifying documentation and providing platform walkthroughs to ensure smooth onboarding and early card activation.
Issue Resolution & Collaboration: Liaise with IT, Credit/Collections, and Regional Sales teams to troubleshoot complex billing, technical, or service issues promptly, serving as the client’s internal advocate.
Risk & Fraud Mitigation: Monitor account activity for unusual transaction patterns or drive-off incidents, escalating suspected fraudulent behavior immediately in accordance with security protocols.
Business Growth: Identify customer cross-sell opportunities, advocate WEX product capabilities, and route qualified leads to the Sales and Leadership teams.
Voice of Customer (VoC) Feedback: Collate recurring client pain points and feature requests during daily interactions, reporting trends to management to help shape future product offerings and regional service strategies.
Process Excellence: Adhere to regional compliance guidelines, security standards, and internal SOPs. Proactively identify operational bottlenecks and submit at least one process improvement initiative per quarter.
Inclusive Team Culture: Actively contribute to an equitable, high-performing team environment by sharing best practices, supporting peer onboarding, and participating in ongoing training modules.