Responsible for the day-to-day administration for Reimbursement Compliance, Driver Tax Compliance and Personal Use Management. Including validating compliance, compliance reporting, client escalation, and driver service support.
ESSENTIAL DUTIES & RESPONSIBILITIES
Monitor Salesforce queues, respond to requests from clients, drivers, and internal departments.
Handle all assigned cases that could not achieve first call resolution, working them to completion and resolution for the customer
Respond to verbal, written, and electronic inquiries within required service level timeframe
Review and validate driver insurance declaration submissions for new client onboardings and mid-year renewals.
Download, review and provide reports to clients based on compliance schedule.
Send emails for validation of compliance and follow-up reminder emails to drivers.
Partner with Driver Services, Account Executives, clients and drivers to handle inquiries and resolve issues.
Monitor weekly compliance reports by client and follow-up with client as needed.
Troubleshoot driver proof of insurance upload issues and follow-up with driver.
Perform Data Change requests and follow-up responses.
Assist with testing and validation of insurance declaration system enhancements.
Assist Reimbursement Administrators as designated by Reimbursement leadership
Perform other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must possess strong Customer Service and time management skills
Must possess excellent telephone and writing skills
Strong computer skills, including Excel
Must be prepared to work effectively with internal and external partners
Self-motivated and highly organized
Ability to manage multiple projects and be a team player
Ability to interact with drivers, clients and various operational areas
Commitment to customer satisfaction
EDUCATION and/or EXPERIENCE
High School diploma or equivalent required
Some college preferred
PHYSICAL DEMANDS & WORK ENVIRONMENT
While performing the duties of this job, the employee is regularly required to talk and hear, and use hands and fingers to operate phones and computers.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
