Manager, Strategic Biller Engagement

Job not on LinkedIn

🔥 7 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $85.3k - $99.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WEX

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1983

🏥 Healthcare

📦 Logistics

✈️ Travel

💰 $310M Post-IPO Debt on 2020-06

Healthcare • Logistics • Travel

WEX is a global commerce platform specializing in various business solutions to address operational challenges. They provide services in managing and mobilizing fleets with their fuel card systems, offering comprehensive fleet management and analytics. Additionally, they focus on business payments solutions that streamline processes across industries, enhancing efficiency and security. WEX is also involved in employee benefits administration, helping organizations effectively manage health and reimbursement accounts. Their diverse range of services caters to numerous sectors, emphasizing innovation, sustainability, and effective solutions for business growth.

📋 Description

• Lead and mentor a team of up to 5 customer service representatives • Recruit, train, mentor, and champion a best-in-class customer service representative team • Conduct team meetings, performance reviews, biller support caseload allocation, and development activities • Shape team learnings into an ongoing training program • Create biller payment and relationship performance metrics and KPIs • Report quantitative and qualitative progress on current and past engagements • Develop effective ongoing relationships with assigned billers to improve virtual card payment success rates • Serve as the main point of contact for client escalations and day-to-day issue resolution • Develop and monitor action plans and ensure a high-quality biller experience • Train team members to review biller payment performance and build scalable reporting and review sessions • Monitor active payments daily and identify and rectify missed payment opportunities • Help develop and implement tactics for strategic, large-spend non-accepting billers • Partner with key business stakeholders and foster collaborative inter-team relationships • Help develop and implement SLAs, process refinements, and Operational Excellence initiatives • Propose process and handoff enhancements based on detailed analysis • Report team plans, performance results, and process-improvement recommendations to leadership

🎯 Requirements

• Bachelor’s degree, or commensurate relevant professional experience • 3+ years of management/leadership experience • 7–10 years of industry/product experience • Proven experience building and managing service delivery, biller engagement, or directly relevant customer-facing teams • Comfortable managing up to 5 direct reports • Strong understanding of WEX Bill Pay’s payment platform and delivery systems • Financial services industry experience; virtual card payments strongly preferred • Experience driving success in a cross-functional team environment • Independent in analyzing performance data and generating KPI reporting • Intermediate Google Suite and MS Office Suite proficiency • MS Excel and PowerPoint presentation skills are a major plus • Commercially oriented mindset, strong customer focus, and performance focus • Strong interpersonal and communication skills • Excellent coaching skills • Customer service, de-escalation, and conflict resolution skills • Effective teamwork and collaboration skills • Strong attention to detail and documentation skills

🏖️ Benefits

• Health, dental and vision insurances • Retirement savings plan • Paid time off • Health savings account • Flexible spending accounts • Life insurance • Disability insurance • Tuition reimbursement • Quarterly or annual bonus eligibility for non-sales roles, based on applicable plan • Some travel is required