Mid Market Onboarding Specialist-2 "French Speaking"

How you’ll make an impact

• Manage onboarding for Mid-Market Fleets with a high-touch, consultative approach
• Conduct online training sessions for customers to ensure full adoption of programs and card usage
• Serve as primary liaison between Sales, bank partners, and the customer during onboarding and early lifecycle
• Monitor account and card activation status, ensuring timely adoption
• Identify value-added opportunities and potential cross-sell initiatives
• Build and maintain strong relationships to prevent customer attrition, including regular check-ins up to four months post-onboarding
• Assist with problem resolution and escalation to maintain a positive customer experience
• Support audits, reporting, and process documentation as needed
• Provide guidance and mentorship to Level I team members when applicable
• Ensure account and card activation, reducing customer attrition through cross-sell opportunities, offering value-added services, and maintaining proactive customer contact for up to four months post-onboarding.

Experience you’ll bring

• 2+ years of onboarding, customer service, or related experience, preferably with mid-market accounts
• French Speaking
• Strong relationship-building and consultative communication skills
• Ability to manage multiple stakeholders and serve as liaison across teams
• Extensive knowledge of WEX NA Fleet business and systems (WEXOnline, Siebel, SalesForce, and Google Workspace)
• Skilled in conducting online training and coaching customers
• Analytical and problem-solving capabilities to identify opportunities and risks
• Knowledge of account and card activation processes
• Attention to detail and ability to manage complex workflows

• Drives successful onboarding and activation for Mid-Market customers
• Maintains proactive account management and relationship building
• Identifies and executes value-added and cross-sell opportunities
• Mitigates risk of customer attrition through structured follow-up and engagement
• Serves as a trusted resource for Level I team members
• Serve as the internal voice of the customer, providing feedback to product, sales, and support teams to improve the customer experience.
• 2–4 years of onboarding, customer service, or related experience

Customer Onboarding Specialist II – Mid-Market Fleet Focus

Task / Responsibility

% Time

Manage onboarding for mid-market fleets (high-touch, consultative)

20%

Conduct online training sessions for customers

15%

Serve as liaison between Sales, WEX Bank, and customer

15%

Monitor account and card activation, ensure adoption

15%

Identify value-added opportunities and cross-sell initiatives

10%

Build/maintain relationships to reduce attrition (up to 4 months)

10%

Assist with problem resolution and escalation

5%

Support audits, reporting, process documentation

5%

Mentor/guide Level I team members

5%