Account Services Mgr 2

About the Team/Role

The Pricing Center is responsible for providing expertise on all customer pricing across the America’s operating platforms. This role will drive a better customer experience, reduce financial risk and better educate business stakeholders on available functionality to drive increased scale and efficiency. The primary function of this position is managing email boxes and facilitating the setup of specialized pricing.

The Support position is required to maintain knowledge of all programs, practices, and procedures within the department. S/he is required to become proficient in multiple platforms and applications needed to support WEX customers. S/he is expected to meet department expectations for quality and productivity. The position relies on instructions and pre-established guidelines to perform the functions of the job. Additionally, this position includes production and delivery of reporting to a broad audience and provides training and assistance to other members of the team to close identified gaps.

This role is expected to drive operational excellence by identifying opportunities to streamline processes, leveraging automation and AI tools where appropriate, and fostering a team environment that is adaptable to change and embraces new ways of working.

How you'll make an impact

Essential Duties and Responsibilities:

• Proactively identify and embrace opportunities to integrate AI and automation technologies into operational processes. This includes initiatives to drive scale, reduce reliance on manual processes, and mitigate operational risks.

OPERATIONAL TIMELINESS AND ACCURACY:

• Responding to requests from or on behalf of stakeholders with appropriate urgency

• Management of maintenance or other requests including adjustments, setups, etc. within deadlines and with minimal errors or follow-up issues;

• Seeking and implementing opportunities for efficiency and process improvement in the course of executing stakeholder support tasks and requests.

ISSUE INVESTIGATION AND RESOLUTION:

• Including but not limited to technical, servicing, electronic files, network, settlement, site, reporting and billing.

• Success is measured through resolution time and stakeholder satisfaction.

AUDITING:

• Ensures compliance with established internal control

• Development of controls if gap is identified

• Mitigating levels of financial risk as it relates to Service levels and compliance

• Identifying if and where processes are not working as they should and advising on changes to be made

• Ensuring procedures, policies, and contracts are correctly followed and complied with.

REPORTING:

• Management of pricing reporting, inclusive of audit and other auxiliary reporting such as volume and performance tracking reports; facilitating creation of customized reporting to support special circumstances.

PROCESS OWNERSHIP

• Manage and successfully execute against projects specific to Pricing.

• Demonstrate broader responsibility to Pricing beyond assigned duties

• Play an active role in responding to change and growth helping to evolve the operation. This may be done by identifying outdated processes or inefficiencies in existing processes and taking ownership of driving improvement, finding ways to eliminate wasteful processes that are a barrier to scale objectives, making recommendations for technical development to better equip and position partner operations to support growth strategies, and taking on stretch project assignments.

​ Experience you'll bring